ICSP

International Customer Service Professional

Master communication, CRM, and service excellence.

Purpose

The purpose of the ICSP training course is to provide participants with practical customer service knowledge and professional communication skills required to effectively support customers, manage service interactions, and contribute to customer satisfaction in global business environments.

Scope

The ICSP course provides practical knowledge about customer service principles, communication skills, complaint handling, service recovery, and cross-cultural customer interactions.

The course is designed to help learners develop professional service behaviors, improve communication across multiple channels, and handle customer situations with confidence and professionalism in international business environments.

Benefits

Upon completing the course, participants will be able to:

Understand the foundations and importance of customer service excellence
Apply professional communication techniques in customer interactions
Use active listening and questioning techniques effectively
Communicate professionally through email, chat, and phone channels
Understand customer expectations in international and Western business environments
Apply cross-cultural communication and customer service practices
Handle customer complaints using structured service recovery techniques
Apply de-escalation methods when dealing with difficult customers
Demonstrate empathy, ownership, responsiveness, and professionalism
Improve customer satisfaction through clear communication and effective follow-up

Features

100% online delivery through the BRASI Learning Management System
Self-paced and Instructor-led options
Practical and applied concepts
Industry-relevant examples and exercises

Course Content

Foundations of customer service excellence
Customer expectations and customer satisfaction
Professional communication skills
Active listening and questioning techniques
Email, chat, and phone communication etiquette
Positive language and professional tone
Serving international and Western clients
Cross-cultural communication and sensitivity
Managing response expectations and time zones
Complaint handling and service recovery
De-escalation and handling difficult customers
Professional customer interaction practices

Learning Resources

Handbooks in PDF format
Video Lessons
Exercises and Templates
Module quizzes for self-assessment

Target Audience

Customer service representatives
Customer support associates
Front desk and client service professionals
Sales support and call center staff
Administrative and customer-facing employees
Professionals seeking to improve communication and customer handling skills
Individuals preparing for customer service roles in international environments

Schedule

You can start upon signing up, and complete at your own pace. Access is allowed for three months; however, you may complete the course and obtain your certificate sooner, depending on your time allocation.

The course consists of four sessions of two hours each, one week apart (total four weeks’ duration). Please check the Course Calendar on the BRASI website for the next cohort.

Delivery Mode

Students receive 24/7 access to their learning account in the BRASI Learning Management System (LMS).

Assessment

Learners complete a final assessment online after reviewing the course materials and passing the module quizzes.

Certificate

Learners must obtain a minimum score of 70% in the final assessment.

Certificates are issued by Business Research and Service Institute LLC (BRASI), USA and are downloadable from the student account.

Certificate features:

Includes a unique verification ID
Can be independently verified
Is valid for life

Registration

Use coupon code: FNBY1021

to receive a 10% discount at checkout.

Fees & Payment

Course fees are posted on the BRASI website and may change periodically.

Training is delivered through the BRASI Learning Management System, and certificates are issued directly by BRASI.

Services

Training

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