CSC-101 · Bronze · Beginner
Customer Service Certification
Good service is more than being friendly. Every employer has a service standard: its rules for how each customer contact is handled.
Who it's for: People starting or working in customer-facing roles. Foundation level, no prerequisites. Needs a device with a microphone and someone to play the customer for a few minutes.
- Price
- $179 USD
- Length
- 20 hours
- Access
- 180 days
- Outcome
- Certificate of Achievement
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After this course you can
- Match each action in a customer contact to one of the five elements of a service standard: Timely, Accurate, Owned, Respectful, Recorded.
- Sort the actions in a customer contact into the four stages of the Verten service model (Greet, Understand, Resolve, Close) and spot a stage that is missing or out of order.
- Handle a customer complaint by following the five steps of the resolution path in order: Listen, Acknowledge, Check the policy, Offer, Confirm.
- Open a contact with an upset customer using the first two CALMS steps: a greeting that offers help, a feeling named with its cause, an apology for the impact, and no trigger phrases.
- End a customer contact by summarizing what was agreed back to the customer and asking if there is anything else, before the contact ends.
- Use the five CALMS steps in written replies to a hostile customer message, so the contact reaches a calm state in one chat.
How you pass
- Practice examScore 80% on the practice exam to unlock the final.
- Final examPass the final exam with 80% or higher.
- Recorded demonstrationRecord yourself doing the work. It is assessed with the assistance of AI, and a Verten assessor reviews on request.
- CertificateCertificate of Achievement, by assessed practical demonstration.
How recorded assessment works
Final exams include a recorded demonstration. You upload a recording of your screen and voice. AI services turn your speech into text and help rate it against the course rubric, and a Verten assessor reviews on request or by sample. We do not use facial recognition. Verten staff who run assessments can view it, and each view is logged. Recordings may be stored or processed outside Canada. We delete them 12 months after your result (6 months if you are under 18). You can withdraw consent at any time, and you can ask for an alternative assessment without giving a reason. Learners under 18 need a parent or guardian to consent.
Details: Assessment recordings in our Privacy Policy.
8 modules plus exams
Module 1: What Service Really Means: Working to a Standard
- Module overview8 min
- Lesson 2: The five elements8 min
- Knowledge test16 min
- Scenario practice10 min
- Workbook practice: sort, read, and rehearse54 min
- Recorded demonstration27 min
Module 2: The Verten Service Model
- Module overview14 min
- Lesson 3: Resolve6 min
- Knowledge test14 min
- Scenario practice14 min
- Workbook practice: sort, rehearse, and self-check56 min
- Recorded demonstration27 min
Module 3: Greeting and Finding the Real Need
- Module overview11 min
- Lesson 3: Digging past the first request8 min
- Knowledge test14 min
- Scenario practice13 min
- Workbook practice: ask, dig, and confirm50 min
- Recorded demonstration27 min
Module 4: Handling Complaints and Returns
Your certificate
Certificate of Achievementby assessed practical demonstrationYour nameCustomer Service CertificationPractical demonstration assessed with the assistance of AI.Verten Academy
SampleEmployers verify it online
Every certificate has its own ID and a public page at academy.verten.ai/en/verify/ followed by that ID. An employer can open the link or scan the QR code on the certificate to confirm the course, your name and the date it was issued.
Your Certificate of Achievement is issued by Verten Corp. It shows what you demonstrated in this course. It is not a government license or an accredited qualification.
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About this course
Good service is more than being friendly. Every employer has a service standard: its rules for how each customer contact is handled.
Course details
- Level: Foundation
- Length: 20 hours across 8 modules, plus a Final Exam
- Format: Self-paced online, mobile-first, with an optional instructor-led cohort
- Prerequisites: None. A device with a microphone, and someone who can play the customer for a few minutes (a friend, family member, colleague, or a Verten practice partner).
- Course version: 1.0