Brand New ICSA Certified Customer
Service Professionals!!
The ICSA wishes to recognize and congratulate
Kay Mosley, Deeya Foreman, Julia Garcia, Carol
Rogers, and Javier Yanez, each of whom recently
received status as ICSA Certified Customer Service
Professionals by completing either "Through
The Customer's Eyes" or "The Certified
Customer Service Professional" training program
offered by the ICSA. These programs are one of
the most widely utilized benefits of membership
with the ICSA and demonstrate the ICSA's commitment
to education and the growth, development, and
promotion of our members.
Please take a moment to read what these newly
Certified Customer Service Professionals have
to say about their experiences, and join us in
congratulating these individuals for their outstanding
accomplishment! And for more information on how
you can become an ICSA Certified Customer Service
Professional simply check out the ICSA
Certification Program.
From Kay Mosely…
"The CCSP program was a great experience.
I liked the user-friendly structure and the unit
format presentation, which made it very convenient
and easy to work at my own pace. The 'measuring
customer service satisfaction' and 'tools for
better communication' were particularly beneficial
to my job. I have applied the information I gained
from the certification in my daily duties, and
would highly recommend this program for certification
or team training."
Kay Mosley, CDA, CCSP
Customer Service Supervisor
Delta Dental of Oklahoma
From Deeya Foreman…
Thank you very much for the uplifting congratulations.
The program offered good details, demonstrated
proper story lines, and provided great examples
that allowed me to work through the questions
with better comprehension and understanding. The
course reinforced many of the skills I use already
and helped me to retool other current processes,
which turned out to be great additions to my daily
work. One of the most exciting tools offered was
the brainstorming or mind mapping section. It
helped me to introduce that skill back into my
work.
Deeya Foreman, CC, CCSP
Manager of Customer Service
Delta Dental of Oklahoma
From Julie G. Garcia…
The "Through the Customer's Eyes"
training program is excellent. At first I thought,
I have over 15 years of management skills, what
can it teach me. The program was very beneficial
to me as it was the first specialized course directed
for Customer Service Mangers, and I think it is
effective in all of its areas in delivery its
methods.
Thank you for giving us the opportunity
to build our partnership.
Julie G. Garcia, CCSP
Client Service Manager
Wells Fargo Bank
From Javier Yanez…
The word Service comes from the verb "Serve."
To serve means to think for your customers, to
solve their problems, to be one step ahead in
their expectations, motives, feelings, needs,
wishes and desires. It is all about attitude;
it has to be in your blood.
There are abundance of written books and
programs scattered out there, but the "Certified
Customer Service Professional Program" is
the best program I have encountered. The program
helped increase my Customer Service knowledge
in: topics like: "Service Strategies",
"The Service Triangle" or "Measuring
Customer Satisfaction and Customer Service Performance"
The knowledge I gained helped me apply these concepts
in the workplace.
As Research Department Supervisor, I always
seek the Best Practices in Quality Customer Service
and Effective Management Skills for Quality Customer
Service. These concepts are just a few of things
that I have learnt using the program.
I strongly recommend this amazing Certification
Program to all my fellow members and to anyone
working in the fascinating world of Customer Service
I want to thank ICSA and Rockhurst University
for the Certified Customer Service Professinal
Program. ICSA is the only Customer Service organization-
together with the US congress in 1992 - passing
a bill to celebrate the Customer Service annually
in October.
Sincerely,
Javier G. Yanez, CCSP
Supervisor, Research Department
Owen Media Partners Inc.
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