What is the Certified Service Excellence Professional?

The Certified Service Excellence Professional is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Soft Skills & Personal Dev..

How long does this certification take?

The programme is 10 Week and can be completed at your own pace through our self-paced online option, or alongside live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications are internationally recognised and carry CPD credits, making them valuable for career advancement worldwide.

What level is this certification?

This is a Advanced Level certification, suitable for professionals with relevant experience or background in the field.

You can enrol by emailing info@leadership.co.ke, contacting us via WhatsApp at +254 722 223 084, or filling the enrolment form below.

Certified Service Excellence Professional (CSEEP) | Online Certification

Executive Summary

Certified Service Excellence Professional

Designed for today’s high-impact professionals, the Certified Service Excellence Professional (CSEEP) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 10 Week programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CSEEP holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Service Excellence Professional

Acronym

CSEEP

Who Should Enrol?

Selling by Diagnosis — applied to your own work
Customer Journey and Recovery — applied to your own work
Measurement and Responsible Practice — applied to your own work
Segmentation and Proposition — applied to your own work
Pricing and Value — applied to your own work
Route to Market — applied to your own work

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards

✦Contact Centre and Multichannel Operations

✦Complaint Handling and Service Recovery

✦Customer Experience Design and Journey Mapping

✦Service Quality, Metrics and Continuous Improvement

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Service Excellence Professional

Certified Service Excellence Professional: industry context, trends and professional standards
Customer service and experience principles
The value of customer-centricity
Customer expectations and satisfaction
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Selling by Diagnosis

Consultative selling and understanding the buyer
The sales pipeline and forecasting discipline
Value proposition and differentiation
Territory and quota planning
CRM and sales technology
Sales analytics and metrics
Forecasting and pipeline health
Performance management in sales
Building high-performing sales teams
Customer data and CRM
Market research and intelligence
Data privacy, consent and compliance
Make-versus-buy decisions
Sourcing portfolios (Kraljic)
Global sourcing and trade

Customer Journey and Recovery

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Analytical techniques and bias
Preparing financial statements
Structural and strategic approaches
Financial reporting frameworks (IFRS/GAAP)
Working with conflict and change
Interpreting financial statements
Management accounts and dashboards
Budget vs actual and variance
Cost and profitability analysis
Family intervention planning
Forecasting and planning
Data visualisation for finance

Measurement and Responsible Practice

Marketing measurement and attribution
Commercial ethics and responsible selling
Customer retention, loyalty and lifetime value
Decision support and insight
Psychodynamic and psychoanalytic approaches
Attachment and developmental theory
Professional roles, boundaries and settings
Managing boundaries and dual relationships
Peer support and consultation
Segmentation, targeting and the useful segment
Pricing, price architecture and discounting
Route to market and channel design
Brand, reputation and communications
Market research and customer insight methods
Campaign planning and the content calendar

Segmentation and Proposition

Segmentation, targeting and the useful segment
Value proposition and differentiation
Brand, reputation and communications
Discovery and needs analysis
Consultative and solution selling
Presenting and demonstrating
Ethical frameworks and codes of practice
Negotiation and closing
Pipeline and opportunity management
Account planning and whitespace
Duty of care and risk management
Managing complex accounts
Record-keeping and data protection
Legal responsibilities and professional bodies
Coaching and skill development

Pricing and Value

Pricing, price architecture and discounting
Value proposition and differentiation
Marketing measurement and attribution
Client feedback and satisfaction
Managing risk and difficult cases
Lessons learned and development
Performance and dispute management
Driving effective, ethical outcomes
Designing and facilitating groups
Performance scorecards and reviews
Psychoeducation and workshops
Working with organisations on wellbeing
Communication and conflict patterns
Designing an intervention or programme
Ethical, risk and feasibility considerations

Route to Market

Route to market and channel design
Segmentation, targeting and the useful segment
Pricing, price architecture and discounting
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
The sales process and methodology
Risk assessment and safety planning
Goal setting and contracting
Treatment planning and review
Managing complexity and comorbidity
Workplace and organisational contexts
Goal setting and action planning
Accountability and follow-through
Wellbeing and resilience coaching

Markets and Customers

Brand health and measurement
Building strategic customer relationships
Customer success and retention
Customer lifetime value and profitability
Customer data platforms and segmentation
Market research design and methods
Customer experience and journey mapping
Competitive and market intelligence
Segmentation and needs analysis
Measuring coaching outcomes
Market access, buyers and contract farming
Customer service technology stack
Social media customer care
Unified customer view
Customer loyalty and advocacy

Selling Practice

Tenders, proposals and the bid decision
CRM, sales operations and data discipline
Negotiation and closing commercial deals
Key account management and account planning
Advisory and needs-based selling
Sales performance and pipeline management
Financial, management and cost accounting distinguished
Accounting concepts, principles and the regulatory landscape
Financial statements and the accounting equation
Responsibility accounting and cost centres
Stakeholders, agency and accountability
Negotiation and conflict management
Conflict resolution and negotiation
Marketing and sales: scope, roles and value
Aligning marketing and sales (smarketing)

Customer Experience

Customer loyalty and repeat purchase in retail
Strengths, flow and engagement
Complaints, accountability and fitness to practise
Customer experience transformation
Journey and process redesign
Professional ethics in customer service
Complaints, redress and accountability
Customer service and CX strategy
Prioritising experience investments
Customer and journey analysis
Designing a service or experience improvement
Destination, venue and experience products
Customer retention in the vehicle ownership cycle
Service quality and the passenger experience in transport
Complaint data and learning

Digital Channels

Digital channels and performance marketing economics
Meaning, purpose and values
Digital transformation and IT strategy
Digital procurement and the future of the profession
Bancassurance and digital insurance models
Social media management: platforms, communities and algorithms
Telehealth and digital care delivery
Outcome and process measures
Ethics of technology in practice
Agile and digital transformation projects
Automation in project delivery
Digital banking platforms and APIs
Payment technology and switches
Automation, RPA and straight-through processing
Cybersecurity and fraud technology

Evidence and Analytics

Customer and brand health metrics
Marketing analytics and attribution
Web and campaign analytics
Web, campaign and funnel analytics
Sales analytics and forecasting tools
Qualitative and quantitative research
Translating insight into strategy
Data, records and confidentiality tech
Practice management systems
Baseline surveys and data collection tools
Yield, productivity and profitability metrics
Evidence-based improvement
Evidence-based practice
Evidence-based practice and research literacy
Psychometric and screening tools

Commercial Finance

Emerging tools and innovation
Cost, feasibility and impact analysis
The banking system, intermediation and financial markets
Anti-corruption and financial-crime ethics
Operational efficiency and cost-to-income
Financial statement and cash-flow analysis
Loan structuring, pricing and covenants
Funds transfer pricing
Development banking and project finance
SME lending and value-chain finance
Microfinance and group lending
NGO financial management and budget-versus-actual discipline
Insurance pricing, premiums and loadings
Pricing tours, events and sponsorships
Vehicle financing, insurance and total cost of ownership conversations

Distribution and Supply

Managing distributors and channel partners
Working with referrers and multidisciplinary teams
Procurement and stock management for health commodities
Conflicts of interest and procurement ethics
Procurement and contract value
Procurement and contract management
Go-to-market and channel strategy
Input supply, agro-dealers and last-mile distribution
Omnichannel and channel management
Touchpoint and channel design
Operational efficiency and channel management
Procurement’s contribution to organisational strategy
Public versus private procurement
Supply markets and the enabling environment
Sustainable procurement principles and standards

Communication

Control monitoring and reporting
Crisis communications
Stakeholder communications
Ethics in communications
Communications strategy and planning
Internal communications
Corporate social responsibility communications
Presentation and public speaking
Professional report and presentation
Metrics and reporting
Voice, communication and delivery
Reporting quality and governance
Communicating financial results
Professional case study and presentation
Communicating with families and carers

Leadership and Teams

Leading project teams
Team development and effectiveness
Professional writing and reports
Coaching and developing team members
Managing virtual and cross-cultural teams
Building high-performing project teams
Revenue management and yield
Key account management strategy
Renewals and churn management
Field sales and territory management
Tender and bid management
Earned value management
Vendor selection and management
Issue and problem management
Servant leadership and self-organising teams

Performance and Targets

Policy, planning and objectives
Strategy execution and the balanced scorecard
Managing team performance and dynamics
High-performance team rituals and cadence
Contract performance and exit
Retail performance metrics: sales densities, conversion and basket
Managing schedule and budget performance
Setting objectives and marketing KPIs
Dashboards and performance reporting
Capacity and performance management
Setting objectives, indicators and targets
Coaching for performance
Banking KPIs and branch scorecards
Social performance and outreach
Investment principles and objectives

Capability Development

Coaching models and frameworks (GROW)
Training needs analysis and learning strategy
Competency framework development
Succession planning and talent pipelines
Talent sourcing channels and pipelines
Facilitation, coaching and mentoring
High-potential identification and talent reviews
Knowledge management and capability building
Creating a coaching culture
Delegating for development
Managing resistance and capability building
Capability and skills frameworks
Leadership and management development
Category management and strategy development
Supplier development and improvement

Strategic Context

Vision, mission and strategic intent
Competitive strategy and positioning
Business model design and innovation
Setting strategic priorities and choices
Aligning teams around strategy
Strategic decision-making under uncertainty
Measuring strategic progress
Turning strategy into results
Sourcing strategies and portfolio (Kraljic)
Negotiation strategy and planning
Strategic customer relationships
Financial inclusion strategy
Strategic analysis: PESTLE, SWOT and Porter’s Five Forces
Learning strategy and business alignment
Real options and strategic investment

Risk and Compliance

Health, safety and compliance in delivery
Project budgeting and financial control
Financial risk in projects
Baseline setting and change control
Time and cost control
Risk identification and analysis
Qualitative and quantitative risk analysis
Risk response and contingency
Quality control and continuous improvement
Integrated risk and quality control
Programme governance and assurance
Control environment and risk assessment
Process and control documentation
Governance and the three lines model
Fraud risk and controls

Legal and Terms

Advocacy and policy engagement
Contract law and formation
Contract exit and renewal
Employment relationship and the psychological contract
Legal and regulatory responsibility
Environmental legal compliance
Legal, cost and feasibility analysis
Contractor and visitor safety
Legal and other requirements
Contract types and risk allocation
Contract administration and variation
Policy administration and customer service in insurance
Insurance regulation and consumer protection
Vendor, venue and supplier contracting for events
Vehicle documentation, compliance and consumer protection

Campaigns and Projects

Launching a product into a market
Project management plan development
Resource planning and levelling
Quality planning and assurance
Building project relationships
Scheduling and planning tools
Emerging project technologies
Programme management principles
Measuring programme success
Marketing planning and budgeting
Innovation and new product launch
Project management standards (PMI, PRINCE2)
The project environment and stakeholders
Project roles and the project manager
Project governance and assurance

Operations

Integration with quality and environment
Design review and quality
Productivity, collaboration and workflow tools
Process improvement and lean thinking
Quality management and standards
Productivity and efficiency improvement
The procurement cycle and operating models
Data quality and master data management
The vehicle sales process from enquiry to delivery
In-process quality control and inspection
Industrial utilities, energy and process safety interfaces
Continuous improvement of finance processes
Psychoeducation and public communication
Managing difficult conversations
Mineral processing and beneficiation

Relationships and Partners

Stakeholder rights and fair treatment
Stakeholder identification and analysis
Stakeholder engagement strategy
Managing expectations and influence
Influencer and affiliate marketing
Partnering and co-creation with customers
Negotiation with clients and partners
Building trust and engagement
Partnership building and multi-stakeholder platforms
Stakeholder mapping and collaboration
Influencing and presenting insights
Stakeholders and users of financial information
Trends: ESG, transparency and stakeholder capitalism
Shareholder and stakeholder rights
Influencing and safety leadership

Ethics and Conduct

Integrity, confidentiality and conflicts
Responsible and sustainable banking
Data ethics and customer privacy
Bribery, corruption and conduct risk
Ethics and independence
Ethics and professional standards in finance
Responsible and sustainable governance
Embedding responsible business
Ethics, confidentiality and professional conduct in HR
Data ethics, privacy and responsible analytics
Ethics and duty of care
Ethics and treating customers fairly in insurance
Regulation, ethics and misinformation in media and telecoms
Ethical principles and codes of practice
Sustaining ethical, effective practice

International Markets

Traceability, certification and export requirements
Transfer pricing and international tax
Cross-border data and transfers
Cross-cultural and global inclusion
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Leading groups and workshops
Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies
Agribusiness marketing, branding and export readiness
Grades, standards and export certification (GlobalG.A.P.)
Export readiness and standards
The agricultural sector: systems, actors and global food value chains

Change and Adoption

Change management and adoption
Regulatory change management
Large-scale transformation and agile ways of working
Collaboration and teamwork
Writing advisory reports that drive decisions
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Change control and configuration
Organisational change management
Measuring growth and transformation impact
Projects, programmes and portfolios
Digital and market transformation
Behaviour change and adoption of innovations
Digital and self-service transformation

People and Incentives

Communicating risk to the workforce
Workforce and shift management in retail
Business case and strategic alignment
Workforce management and scheduling
Workforce planning and scheduling
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Employee relations, discipline and fair process
Employee engagement and what actually drives it
Innovation culture, incentives and psychological safety
Workforce planning and the capability gap
Employer branding and employee value proposition (EVP)

Sustainability

Sustainability and climate responsibility
Environmental monitoring and reporting
Continuous environmental improvement
Sustainability and responsible sourcing
Environmental, social and governance (ESG)
Sustainability reporting and disclosure
Embedding sustainability in sourcing
Mine water, tailings and environmental management
Integrated and sustainability reporting
Sustainability and social impact in projects
Market analysis and environmental scanning
Environmental governance and climate risk
Governance of ESG and reporting
Sustainability standards (GRI, ISSB)
Project governance frameworks

Learning and Research

Motivation and self-directed learning
Instructional design and blended learning
Learning transfer and capability building
Minimum viable offer and validated learning
Monitoring, evaluation and learning for accountability
Lessons learned and knowledge management
Stakeholder and sponsor management
Cognitive load and learning science
The learning and development profession
Learning cultures and the learning organisation
Blended and hybrid learning design

Learning Outcomes

What You Will Achieve

Selling by Diagnosis — applied to your own work
Customer Journey and Recovery — applied to your own work
Measurement and Responsible Practice — applied to your own work
Segmentation and Proposition — applied to your own work
Pricing and Value — applied to your own work
Route to Market — applied to your own work

Enrolment Process

How to Get Certified

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Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

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Frequently Asked Questions

Common Questions

What is the CSEEP certification?

The Certified Service Excellence Professional (CSEEP) is a Advanced-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CSEEP?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CSEEP certification take to complete?

The programme is structured over 10 Week and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CSEEP internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CSEEP certification?

The Certified Service Excellence Professional is offered in two formats: Self-Paced at USD 449 and Live Virtual at USD 649. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CSEEP certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CSEEP?

The Certified Service Excellence Professional is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CSEEP?

The Certified Service Excellence Professional carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CSEEP while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CSEEP?

Graduates progress towards senior customer-experience and service-operations roles. The CSEEP strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Certified Service Excellence Professional

Certified Service Excellence Professional

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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