CompTIA Customer Service Excellence Program (CSEP)

CompTIA CSEP About CSEP Benefits and ROI Contact Us

Benefits and ROI

See significant benefits and ROI as a CSEP participant

Companies that participate in the CSEP report measurable improvements in customer service levels.

Customer Satisfaction Scores Only 59% of support centers reported that they achieved their customer satisfaction KPI in 2006 — down significantly from 79% in 2005. Dimension Data, 8-1-06 Voice of the Customer 90% say they have had a bad experience 85% admit to swearing, shouting, or crying in frustration 71% think CSR’s are not sufficiently trained 63% believe that outstanding service is the #1 reason for their loyalty Harris Interactive, 11-6-06 First Time Resolution Rates A study by Portland Research Group found that the average consumer must call a company 2.3 times before having their issues resolved, and that future purchase intent drops from 76% to 55% with the second contact. destinationCRM.com, 4-12-04

Are you spending too much on customer service training and getting too little in return?

Would superior customer service skills give you a competitive advantage?

Do you need a training method that better integrates into your corporate culture and strategic goals?

If you answered “yes” to any of these statements, then you need the CompTIA Customer Service Excellence Program™.

Filling an Industry Need
By establishing an international standard for customer service in the IT industry, CompTIA helps member companies develop a competitive edge by raising the service level they provide. The CompTIA Customer Service Excellence Program (CSEP) provides industry-accredited customer service training, independent customer experience validation, and recognition for members who provide outstanding customer satisfaction.

Accredited CompTIA Training
The CompTIA Customer Service Excellence Program focuses on integrating professional communication and support abilities with technical skills. By combining these skills, service team members become more efficient and effective, thereby increasing service levels, and strengthening customer loyalty and service reputation. The CSEP measures current customer satisfaction levels of representatives using small sample groups, administers customer training to the same groups and its managers, and then measures the improvement providing an ROI analysis.

See Significant Benefits and ROI

• Recognition as an industry leader in customer service excellence
• Validation of service center performance against service industry standards
• Utilization of an ideal training model with proven results
• Improves customer satisfaction rates by 10% on average using an industry best-practice model
• Creates common service language and provides recognition across all service channels
• Reduced employee turnover
• Improved employee morale
• Enhanced corporate culture

For more information or to set-up a free demo, contact us at csep@comptia.org or call
630.678.8385

If your company has fewer than 100 service representatives, please visit the Customer Skills Training by clicking here.