Customer Service Representative (CSR) Exam

The Customer Service Representative Certification prepares an individual to work as a professional CSR and to take the CSR certification exam.

The CSR training covers different kinds of CSRs; customer value proposition (CVP), key performance indicators (KPI), goals, interpersonal skills, levels of communication, telephone dos and don’ts, the support environment, attire, voice, attitude, expression and mannerisms, what you say and how you say it, listening, observation, asking questions, feedback, escalation, conflict resolution, ethical behavior and conduct, legal responsibilities (warranties, contracts, liabilities, documentation), attendance, job performance, field service, customer or client problems, internal company problems.

To order study material for the CSR exam, visit the ISCET Online Store, item #257.