The top 14 customer service certifications & courses you need to take

The top 14 customer service certifications & courses you need to take

Updated: 09/03/25

I've learned a hard lesson in my career: hope is not a strategy. I remember standing up the support operations for a massive NFT launch at Dapper Labs. The hype was electric, but on launch day, so was the support queue. We were buried. It was a classic trial-by-fire, and it taught me that you can't just throw bodies at a problem. You have to build a team that's trained, confident, and empowered to solve problems effectively.

That's where great training comes in. It's the bedrock of any successful customer service operation. Whether you're a frontline agent or leading a global support team, the right certification or course can be a game-changer.

I'm no stranger to customer service certifications and courses. I have a few under my belt and have worked in many different client-facing roles, all of which required their own approach to great service and support.

Not sure where to get started? I've compiled a list of 14 top certifications and courses to help take your customer service to new heights.

Table of Contents

• Why do you need a customer service certification?
• 7 Types of Customer Service Certifications
• Best Customer Service and Support Training Programs

Why do you need a customer service certification?

Let's be direct. In a competitive job market, a certification is a differentiator. When I was building out teams at Greenhouse and SmartRecruiters, I saw how a candidate with relevant certification often had a clearer understanding of the industry's best practices. It tells me they're invested in their growth.

A customer service certification gives employers confidence that whoever they hire has a higher-than-average ability to do their job. A 2023 report from Pearson VUE found that after certification, 79% of IT professionals produced higher quality work, and 63% received or expected a job promotion. I find this aligns perfectly with the career path conversations I've had with my own team members.

Certifications aren't a one-time commitment. They specifically require ongoing training to stay up-to-date with the latest best practices and trends. This is something I look for as it shows commitment to lifelong learning, which is critical in a field that changes so quickly. In fact, a 2024 LinkedIn report revealed that people and culture skills, including communication and leadership, are among the top in-demand skills, underscoring the need for continuous development.

Aside from the professional competence associated with certifications, many employers and hiring managers also place a monetary value on them. If you're looking for a raise or seeking new opportunities, I've found that certifications are a tool you can leverage to negotiate pay, benefits, and responsibilities. Research from 2024 shows that in the tech industry, for example, specialized certifications can lead to salary premiums of 10% to 25%.

7 Types of Customer Service Certifications

I have seen many different certifications. They're not all the same, and they serve different needs. Here's a breakdown of the main types I've found most valuable in my career.

1. Customer Service Certification

I think of these as the essential boot camp for anyone in a client-facing role. Whether you're a new hire or an experienced rep looking to solidify your skills, a general customer service certification provides a strong foundation.

These programs go deep into the core competencies: active listening, showing empathy, de-escalating tense situations, and mastering product knowledge to provide accurate solutions. They offer a real-world environment to hone your skills in problem-solving and communication.

In my experience hiring and training at various hyper-growth startups, I've found that it sets a consistent standard of service excellence and often serves as the perfect launchpad for more specialized training down the line.

Earn your support services certification from:

• Service strategies

2. Help Desk Certification

In my experience, this is where you get the quickest ROI for a new hire. When choosing a help desk certification, prioritize options offered by your help desk software provider. It's a tactical certification with an immediate return on investment, as you'll be able to apply what you've learned fairly quickly.

Once you've mastered your help desk software, you can take advanced courses like HDI-CSR, which explains the strategy behind using customer service tools to enhance soft skills in communication.

Earn your help desk certifications from:

• HubSpot
• Axelos

3. Call Center Certification

For high-volume teams that handle hundreds or thousands of calls a day, this training is non-negotiable. Call center work is a unique skill set, and these certifications validate the technical proficiency and communication finesse needed to succeed. The curriculum focuses on the metrics that matter, like First Call Resolution (FCR) and Average Handle Time (AHT), and the techniques to improve them. Training often covers telephony systems, managing call queues effectively, and balancing script adherence with genuine human connection for both inbound and outbound calls.

I've found that certifications like this, alongside a help desk certification, can really help to kickstart a professional customer service career in the right direction.

Earn your call center certification from:

• Management and Strategy Institute
• The Call Center School

4. Client Services Certification

This certification is a step beyond resolving single-ticket issues. It's about managing ongoing relationships. It's ideal for professionals in roles like account management or client success where building long-term value is the primary goal.

My time at Yahoo as a Client Services Manager involved exactly this, providing end-to-end technical account management for enterprise clients. The training emphasizes proactive engagement over reactive problem-solving. You'll learn how to successfully onboard new clients, nurture relationships, and strategically manage a portfolio of accounts.

Earn your client services certification from:

• COPC
• CCPC

5. Client Service Manager Certification

I've always believed that great managers aren't born, they're trained. This certification is for individual contributors ready to become leaders. It shifts the focus from doing the work to leading the team.

The curriculum is built around the pillars of effective management: coaching, analyzing performance metrics, and implementing quality assurance programs, like the MaestroQA audits I used at Dapper Labs. This is vital, as Gallup's 2024 research shows that managers account for at least 70% of the variance in team engagement.

Earn your client service leader certification from:

• Customer Service Institute of America (CSIA)
• Business Training Institute

6. Customer Experience (CX) Certification

If there's one thing I've learned, it's that the customer experience transcends any one function. CX is a team sport, and this certification gives you the playbook. It equips you with a holistic view of the entire customer journey. You'll dive into strategic concepts like customer journey mapping and building Voice of Customer (VoC) programs.

I've launched these myself, implementing the first NPS programs at both Skybound and Trendy Butler to create feedback loops that drove real change. HubSpot's 2024 State of Service Report found that 75% of CX leaders are seeing higher ticket volumes than ever before, making a seamless experience crucial.

Earn your customer experience certification from:

• Disney Institute
• Customer Service Institute of America (CSIA)
• CXPA Global

7. Customer Service Leadership Certification

I've always encouraged aspiring leaders on my teams to pursue these. While a manager certification focuses on running a team, a leadership certification is about setting the strategy for the entire service organization. This is for senior-level professionals aiming for Director or VP roles. These programs teach you to think like an executive. A key part of my current role at Skybound is presenting business insights to Executive Leadership, translating support data into strategies that get C-suite buy-in for customer initiatives. This certification gives you the skills to transform a support department from a cost center into a powerful engine for growth.

Earn your customer service leadership certification from:

• Service Strategies
• American Public Power Association

Best Customer Service and Support Training Programs

Now, let's get into some specific programs. I've seen many of these in action and have been impressed with their results. This list features a diverse set of options that are helpful for any customer service team. I've found that the best program is the one that aligns with your team's specific needs and your company's growth stage.

1. HubSpot Academy

I have to start with HubSpot Academy because it's so accessible. For teams on a tight budget, you can't beat the value. HubSpot Academy offers customer service training courses that provide useful customer service lessons, like the Inbound Certification course, the Customer Success and Account Health Checks course, and the Managing Your Sales to Customer Success Handoff course. As a contributing author for the HubSpot Service Blog, I can personally attest to the quality and expertise behind their content.

If you're a HubSpot user, the Academy has courses just for you. Take the Service Hub course which teaches you how to use the platform's tools in your daily workflow, like building a knowledge base and linking your support email to the conversations tool.

Pricing

HubSpot Academy courses are free. It includes comprehensive certifications, single-topic courses, and targeted lessons to help enhance customer service skills.

Source

"One of the standout features is the integration with other HubSpot tools… which can be a big productivity boost for teams… It's also incredibly flexible in terms of pacing… making it ideal for busy professionals." - Carlos G.

Learn more about our Free Customer Support Training Template

2. Customer Service Training by Alison

For teams or individuals who need a completely free and flexible option to learn the absolute basics, I often point them to Alison. This platform is a great starting point for those who are brand new to the industry and need to grasp the core concepts of handling customer interactions. Its self-paced structure is perfect for someone to learn the fundamentals before they even start a new role. This is particularly useful for building a baseline of knowledge before moving on to more specialized, paid training.

Pricing

Courses are free to complete. A digital certificate is available for purchase upon completion, with prices typically ranging from $25 to $129.

Source

"This was my first online study with Alison.com. I enjoyed the flexibility to study at my own pace… I will certainly recommend Alison.com to everyone I know." - Nomantshintshi Dube

3. Support Professional Training by Service Strategies

A huge challenge in technical support is teaching reps to communicate complex issues with clarity and empathy. Whenever I've worked with developers, this skill was a non-negotiable part of building trust. I recommend this training for any technical support team because it specifically hones that ability. Considering that 73% of consumers will switch to a competitor after multiple bad experiences and more than 50% of them will switch to a competitor after only one bad experience, you can't afford to have brilliant technical minds who can't communicate effectively with frustrated users.

Service Strategies helps alleviate this by providing training on effective communication techniques when providing technical solutions. They offer three ways to attend training: one-site, public, or online.

Pricing

Virtual training costs $1,395. Self-paced classes range from $199 for service reps to $399 for field service engineers. On-site courses are also available, but require contacting Service Strategies directly for pricing.

Source

"Excellent content, and a real pleasure to have a course geared towards my profession in my own industry… Great teaching style as delivered by Steve Brand - highly recommended." - Matt Furlong

4. Call Center Customer Service by Universal Class

In my experience leading a large, combined in-house and BPO support team at Trendy Butler, I know how critical it is to have a scalable way to onboard new agents. We were handling the subscription billing, returns, and shipping logistics for over 50,000 members, and I needed a course that provided the tactical, foundational training an agent needs before they can learn my team's product specifics. This course is excellent for building that muscle memory for the role, teaching agents how to handle different call types and meet key metrics from day one.

Seeing that for every 1% of improvement in First Contact Resolution (FCR) you reduce your operating costs by roughly 1%, I believe investing in these core skills at the start is one of the smartest financial moves a customer service manager can make.

Pricing

You can take the self-paced course for $120 but this does not include a certification or any continuing education units (CEUs). If you'd like access to all courses, certifications, and CEUs for one year, you can sign up for $189.

Source

"I believe the topics covered over the lessons presented excellent topics that are essential for future Call Center Customer Service Agents. I especially found the information on the following lessons excellent: Dealing With Difficult Customers, Dealing With Diversity, and 'Setting Call Center Standards'. Thank you." - Amanda H.

5. Customer Service Advantage by Bonfire Training

What I like about Bonfire is their focus on creating personalized action plans. This is perfect for helping an established team move beyond just reacting to tickets, something I'm a huge proponent of i.e. proactive support. The goal is to motivate reps to think more strategically, which is critical for empowerment and retention. A 2024 Gallup report found that development opportunities are one of the top drivers of employee engagement. By investing in personalized training, you're not just improving service but you're simultaneously investing in your people and empowering them to take more ownership.

Here a few additional reasons I like Bonfire:

• Specialize in de-escalation techniques
• Addresses agent well-being
• Focuses on building team rapport
• Modernizes communication skills
• Provides a foundational and scalable skillset

Pricing

On-demand online training starts at $224 per course per person. This includes 60 days of access to training modules, the option to download training modules to your LMS, and the ability to onboard new employees or hone existing skills. For live remote or in-person training, you must contact Bonfire for an individual needs assessment.

Source

"Bonfire training is an integral part of customer service training for our CSRs. They crave and need the tools that Bonfire provides them." Citizens Energy Group

6. Customer Service Refresher Training by Business Training Works

I think sometimes even veteran teams need a refresher. In a fast-paced environment, it's easy for reps to get depleted. This training is designed to re-energize support workers by connecting their day-to-day work to the bigger picture. This is important for retention as a Gallup report found that low engagement teams typically endure turnover rates that are 18% to 43% higher than highly engaged teams. A refresher course can be a powerful tool to re-engage your team and remind them of their impact.

Pricing

Business Training Works has fairly extensive pricing.

Onsite Training

Source

Virtual Training

Source

Online Training

Source

"All attendees provided very positive feedback and have been looking for opportunities to apply what they learned, as soon as we came back to our workplace." - Luz-Elena G.

7. 7 Essentials to Excellent Customer Service by GoSkills

When you're prepping for a monumental product launch and time is short, a quick, focused training session can be invaluable. I appreciate that this course is 90 minutes and gets straight to the point. I've managed high-engagement Kickstarter crowdfunding campaigns and video game releases at Skybound, and the ability to quickly align the team on service fundamentals right before a high-volume event is a tactical advantage. This ensures everyone is aligned on the essentials when tensions are high.

Pricing

Individuals can access GoSkills training for free with a 7-day trial, then pay $39 per month or $21 per month billed annually.

Source

If you'd like to train your team, pricing varies from $9.71 to $15.28 per learner per month. They also offer a free plan with limited access to their LMS and courses.

Source

"I got the promotion largely because of the skills I could develop, thanks to the GoSkills courses I took… Seeing how much this has helped me become a more efficient employee is a big motivation." - Chris Sanchez

8. Online Customer Service Courses from Coursera

In my leadership roles, I've learned that the best CX professionals understand how their work impacts other departments. When I earned my SQL for Data Science certification on Coursera, it wasn't just about data, it was about learning to speak the language of engineering and product teams. It helps break down silos and allows support leaders to contribute to strategic conversations. This is vital when 80% of business leaders say that data is critical in decision-making at their organizations. Coursera is a platform that provides the tools to build these cross-functional skills in various sectors.

Pricing

Many courses are free to audit. To earn a certificate, pricing varies from single course payments (typically $49-$79) to a Coursera Plus subscription ($59/month or $399/year). They also have business plans for enterprises that are tailored to your company.

Source

"With Coursera, we've cultivated a well-rounded, competitive technical workforce that is passionate about professional development." - G. Wetze, VP of Data and Analytics, Equifax

9. CSM Certification Program by The Success League

On my teams, I've seen many support reps show a real talent for proactive relationship-building. For them, a transition from reactive support to proactive Customer Success is a natural career path. Investing in this transition is key as companies with a dedicated CS function typically experience a higher net retention rate.

A deep-dive program like this is exactly what I would recommend to help a promising agent make that leap successfully, giving them the specific frameworks needed in a CSM role.

I like it for a few reasons:

• It offers a comprehensive, structured curriculum
• It emphasizes immediate, practical application
• It provides industry-recognized credibility

Ultimately, the program's power lies in its ability to help create a complete CSM professional.

Pricing

The CSM full certification program is $1,795 per person. While it's certainly among the more expensive courses on our list, it is also accredited by the Customer Success Association. Alternatively, you can choose the on-demand CSM certification which is a digital version of the traditional CSM program for $1,295 per person.

Source

"I truly appreciated the thoughtful care and attention Kristen dedicated to tailoring the program to my team's unique needs. The sessions struck an excellent balance between reinforcing familiar tactics we already knew and introducing fresh, practical strategies for us to implement." - Tess Gibson J.

10. ITIL® Training and Certification by Skillsoft

Throughout my career managing teams at larger SaaS companies, I learned the importance of standardized processes for scaling operations. In fact, one of the first things I learned in my early help desk roles was the ITIL framework.

For any team that interfaces with IT in a structured, enterprise environment, ITIL is the foundational framework you need. It ensures you speak the same language and can operate efficiently within established service level agreements (SLAs), something I've helped architect at nearly every company I've been with, including today at Skybound. The value is clear, with ITIL being one of the top-paying certifications in tech for 2024.

Pricing

For individuals, Skillsoft offers a 45-day trial. If you choose to continue, the cost is $20 per month. For teams (up to 50), it is $55 per month for each user, along with a 30-day free access period.

Source

"We saw a wide variety of learning modules, videos, reading, and other opportunities to easily incorporate into learning packages for our users. We always saw new and exciting learnings being added, and if something was to be retired, we received plenty of notice so we could arrange replacement or removal." - Katie M.

11. Communication Toolkit: Conversing with Customers by BizLibrary

I've always said that how you say something is as important as what you say. BizLibrary's focus on bite-sized courses on core skills like communication is perfect for continuous professional development. This is more important than ever. A 2024 LinkedIn study found that communication is the most in-demand soft skill yet again, coming off number one in 2023.

This platform's format allows you to reinforce these critical skills without taking agents away from their work for long periods of time.

Pricing

BizLibrary offers three quote-based tiers: BizComply for foundational compliance training, BizEssentials for employee upskilling, and BizSkills for strategic career pathing and succession planning.

Source

"I love the user-friendly system… There is also a wide variety of content, and the most popular topics have multiple styles, so you can find what is best for you." - Jim H.

12. How to Become a Better Communicator by SkillPath

During the Super Bowl Experience with Dapper Labs, I was the frontline escalation lead managing on-site VIP issues. In high-pressure, live environments like that, your communication skills are your most valuable asset. The same is true for any tense customer situation. Strong, empathetic communication is the fastest way to de-escalate and build trust.

What I like about SkillPath's training is its focus on practical, immediately applicable techniques that a rep can use on their very next call or email to improve outcomes. The course is not only highly-rated by 1,000 past participants but is also accredited by both HRCI and SHRM, ensuring it meets high professional standards and is valuable for career development.

Pricing

A single webinar costs $149. For broader access, SkillPath offers two annual passes: the Unlimited pass is $249 per year for all online courses, and the Unlimited + Live pass is $499 per year, which also includes live virtual events.

Source

"As a busy working professional, SkillPath Unlimited offers a terrific means of on-the-go learning on topics that are relevant and substantive for my professional development. SkillPath's offerings, including its instruction and materials, are excellent and serve as a key element in my training journey." - Daniel B., SELCO Community Credit Union

13. Attitudes for Service by Dale Carnegie

This one is personal for me. It aligns perfectly with my "player/coach" leadership style. I've always believed you hire for attitude and train for aptitude. I can teach a new hire about video games at Skybound or the Flow blockchain at Dapper Labs, but it's much harder to teach a genuine, service-oriented mindset. Dale Carnegie's focus on attitude builds the intrinsic motivation that separates good service from great service. It promotes the kind of environment where agents feel empowered and engaged.

This three-hour course teaches reps how to increase their self-awareness and how to ask questions that will return meaningful responses. That way, they'll find the information they're looking for, while still generating a delightful customer experience.

Pricing

Attitudes for Service includes 90 minutes of live online instruction and 90 minutes of self-directed learning, all for $399.

Source

"Getting outside my comfort zone to better understand both the people & situations I find myself in on a routine basis. Speaking in front of a group, sharing with those whom which you know very little about, thinking more about others & the lives they live outside of your interactions with them; these were all things I learned that I feel are unique to Dale Carnegie training." - John Y.

14. A+ Customer Care by WorkLifeBalance

When I was tasked with creating the operational support framework from the ground up at SmartRecruiters, I had to establish everything: core KPIs, escalation workflows, and automations. A program like this, which focuses on a repeatable, 5-step process, is invaluable in that scenario. It provides a proven, structured process that you can adopt and adapt. This saves critical time and ensures you're not missing any fundamental steps when building a scalable support function, which is how I was able to measurably improve efficiency there.

Pricing

If you're interested in onsite or online courses, contact WorkLifeBalance by filling out their contact form or calling 1-877-644-0064.

Source

"There is a clear ROI from the 5 Steps Training. Turnover is down. Performance is up. It has strengthened our culture of respect and appreciation. It has moved us higher as an employer of choice and strengthened the results in our employee surveys…There is a sense of less stress in the organization and people are happier." - VP, Fortune 50 Company

Final Thoughts: It's All About Continuous Learning

As I see it, customer service certifications are a great way to enhance your skills and help move your career forward. My journey leading teams in different industries has taught me two key things about training.

First, not all courses are created equally. Take your time, do your research, and find one that is both recognized in your industry and offers reputable training.

Second, there's no one-size-fits-all approach to training. The skills needed to support a gamer for a new video game release are different from the needs of a SaaS user getting started with their platform onboarding experience. The right training acknowledges this.

Ultimately, investing in your own or your team's education is one of the smartest things you can do. I've seen it unlock potential in my employees and transform the way my teams interact with customers. It's how we stay sharp, build stronger teams, and deliver the kind of service that turns customers into fans.

Ready to start customer service courses? Enroll at HubSpot Academy today.

Editor's note: This post was originally published in January 2020 and has been updated for comprehensiveness.

Topics:

Customer Service & Support Training

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