Cer­ti­fied Ser­vice Pro­fes­sion­al (CSP)

The Certified Service Professional (CSP) is designed for frontline service delivery professionals. In addition to improving participant’s knowledge of the citizen-centred approach and professionalizing service delivery, the course focuses on the following:

  • Establishing a common competency framework
  • Encouraging the development of knowledgeable and skilled staff
  • Promoting shifts in frontline behaviours and attitudes, leading to improved service quality
  • Enhancing frontline capabilities and capacity, generating improved employee engagement

Learning Options

In order to best meet your organization’s training needs, the ICCS has two options available.

Self-Study (Online Learning) Certification Process

Best suited for individuals who require flexibility when pursuing professional training.

  • Candidates receive the CSP Body of Knowledge and access to the ICCS Learning Management System
  • Certification requires a minimum grade of 80% on the CSP Exam

Study the CSP Body of Knowledge on the ICCS Learning Management System. Take the CSP Exam and become certified.

CSP 2-day Training Program

Designed for organizations looking for an intensive training option for frontline service delivery staff.

  • Learning objectives are achieved through classroom discussions, activities, exercises and reference materials.
  • The CSP 2-day Program is based on the content found within the CSP Body of Knowledge, which includes:
    • Client Orientation
    • Problem Solving
    • Communication
    • Interpersonal Relations
    • Teamwork and Collaboration
    • Employee Engagement
    • Personal accountability
    • Values and Ethics

Increase your service delivery competencies or those of your team by signing up for our C&L programs. Contact us for more information.


“Very enjoyable and informative.”
“I found the content of this course to be applicable to what I do, while a lot of other training courses aren’t.”
“The facilitators were excellent and very encouraging and understanding.”
“I initially did not know what to expect. In the end I found the content to be good and informative.”
“Overall I thought the course was very informative and I do feel that I have a stronger understanding of the concepts and issues related to service excellence.”