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KCS v6 Certified Internal Trainer Instructions

About the KCS v6 Certified Internal Trainer Program

KCS (Knowledge-Centered Service) is gaining in popularity and credibility. As market demand grows, so does the variation in how people define KCS, which in turn threatens the credibility of the methodology. The KCS v6 Certified Internal Trainer program is offered by the KCS Academy in an attempt to support the growing rate of adoption, maintain consistency in the definition of the KCS practices, and promote successful KCS adoptions that maximize the benefits.  Additionally, we see mutual benefit in supporting the success of those who offer legitimate KCS training and services.

 

The KCS v6 Certified Internal Trainer program is for large organizations who are adopting KCS across functions and geographies, and who want the benefits of having a select group of employees designated as KCS Certified.  KCS v6 Certified Internal Trainers are licensed to use the Consortium for Service Innovation's workshop materials to deliver customized training for employees of their sponsor organization.

What Being a KCS v6 Certified Internal Trainer Means

Completing the KCS v6 Certified Internal Trainer program and having your sponsor organization sign the "KCS Workshop License Agreement for Internal Use" means you are qualified to manage a KCS training program within your sponsor organization.  

 

Certified Internal Trainers are authorized to:

  • Use the Consortium for Service Innovation's KCS training materials to teach a variety of KCS workshops
  • Develop and designate other trainers within the your organization to use the KCS training materials under your direction
  • Proctor the KCS Certification Exams
  • Participate in the KCS Certified Trainer conference calls hosted by the KCS Academy

 

Authorized workshops include KCS v6 Overview, KCS v6 Practices (1.5 day, 2 day, or 2.5 day), and the KCS v6 Leadership Workshop, as well as facilitation of the KCS v6 Design Session Workshop for functions within your organization. The "KCS Workshop License Agreement for Internal Use" does not include the KCS Coach Workshop, KCS v6 KDE Workshop, or the Intelligent Swarming Workshop.  These workshops have separate trainer certification and license requirements (see below). 

 

As a Certified Internal Trainer, you have the right to use the KCS v6 [Company Name] Trainer logo on your business card, LinkedIn profile, email signature, or web site as long as you are employed by the organization that sponsored you as a Certified Internal Trainer, and you sign and abide by the Logo Use Agreement.

 

Membership in the Consortium for the sponsor organization is not required, but is strongly recommended as it will allow the Certified Internal Trainer(s) access to the Consortium's KCS team meeting discussions on the evolution of KCS, as well as opportunities to interact with other Certified Trainers.

Requirements for Additional Workshops

  1. KCS v6 KDE Workshop: co-teach the KDE workshop with a KCS Certified Trainer who is certified to teach the KDE and sign separate Workshop License Agreement (additional license fees apply)
  2. KCS Coach: contact Beth Haggett

Eligibility Requirements

Applicants for the certified trainer program are expected to have experience:

  • Teaching/facilitating in a classroom or workshop environment
  • In customer support and be familiar with current processes, structures, management practices, and metrics
  • With CRM and knowledge management tools in customer support organizations

Process to Become a KCS v6 Certified Internal Trainer

  1. Attend a KCS v6 Practices Workshop (full 2.5 day version)
  2. Be KCS v6 Practices Certified (see KCS Academy web site).  If you are already KCS Practices v5 Certified, you must pass the KCS v6 Bridge exam to update your certification. 
  3. Organize and co-teach a KCS v6 Practices workshop with a KCS Certified Trainer:
    1. The Certified Trainer must complete the Assessment form verifying your understanding and training capabilities including:
      1. a deep understanding of the KCS Principles, core concepts, and practices,
      2. an ability to articulate the KCS practices with examples,
      3. an ability to handle objections,
      4. an ability to debrief the workshop exercises and draw out the key learning points.  
      5. The Certified Trainer Candidate Assessment Form is completed and submitted by the co-teaching Certified Trainer.  A recommendation "to certify" the candidate from a certified trainer is a pre-requisite to taking the KCS v6 Certified Trainer Exam. 
  4. Pass the KCS v6 Certified Trainer Exam administered by the KCS Academy (KCS Academy web site)
    1. The trainer exam has 36 questions which are fill-in-the-blank format.  The exam is proctored and the time allotted to complete the exam is 90 minutes.  It can be taken in a test center or via online proctoring (video) or proctored by a KCS Certified Trainer. The exam is scored by a KCS Academy or Consortium for Service Innovation staff member and the results are reviewed with you.  The exam review takes about 90 minutes and can be done via a web session or in person.
  5. The sponsor organization must sign the "KCS Workshop License Agreement for Internal Use".  This is an agreement between the Consortium for Service Innovation (or the KCS Academy) and the sponsor organization and includes the name(s) of the KCS Certified Internal Trainer(s). The sponsor organization must maintain at least one KCS Certified Internal Trainer on their staff in order to use the KCS training materials.  

Renewal

Certification begins on the date of completing all certification requirements and ends 24 months later.  In order to maintain an active certification status, you must:

If these requirements are not met within 24 months of certification, you must apply for reinstatement.  The need (and requirements) to upgrade your Trainer Certification to a potential future version of KCS will be determined when a new release of KCS becomes available.  

Exam Results

Because the certified trainer exam is a fill-in-the-blank format, a member of the KCS Academy or the Consortium for Service Innovation Staff will manually score the exam and contact you within two (2) business days to set up a time to review the results together. 

 

If the candidate's exam registration was paid for by the candidate's company, that company has the right to receive the Pass/Fail exam result. Registrations paid for by an individual candidate will be kept confidential.

Audit Process

By applying to be a KCS v6 Certified Internal Trainer, you are agreeing to comply with the terms of the audit process.  All candidates are subject to audit, although only a percentage will be randomly selected.

Terms of the audit include:

  • A KCS Academy staff member will contact the reference listed on the Assessment.
  • Additional contact information will be requested for references and supporting documentation.
  • The certification process will remain in progress until all the audit requirements are validated.

 

Inability to provide contact information or requested documentation will result in failure of the audit and the candidate must reapply.  Misrepresentation of information on the application will result in loss of certification status and exclusion from the KCS network at the KCS Academy's discretion.

Costs

Activity

Cost

Attend a KCS v6 Practices Workshop Current market price
Pass the KCS v6 Practices Exam, or...

If you are KCS Practices v5 Certified, pass the KCS v6 Bridge exam  (available until August 31, 2017)

$450 (plus any applicable taxes)

$85 (plus an applicable taxes)

Co-teach a KCS v6 Practices workshop with a KCS Certified Trainer Trainer's market rate
Pass the KCS v6 Certified Trainers Exam (see below) $650 (plus any applicable taxes)
Retake the KCS v6 Certified Trainers Exam (if necessary) $650 (plus any applicable taxes)
Corporate license for unlimited use of KCS instructor-led workshop materials (Consortium Member discounts apply) $18,000
Renewal process: Deliver two, 2 day or longer KCS workshops in 24 months and complete Trainer Renewal Application $0

 

Access to the KCS v6 Fundamentals Online Training is not included as a part of the KCS v6 Certified Internal Trainer program.  An unlimited use license for this training can be purchased separately.

 

KCS Workshops Available and Licensing Information

For the current list of workshops please see the "KCS Workshop License Agreement for Internal Use"

Exam Topics and Registration Information

The Trainer Certification exam consists of 36 fill-in-the-blank style questions. It follows the KCS concept of complete thoughts or phrases, not complete sentences.  The exam is scored based on your demonstration of a thorough understanding of KCS. Responses do not have to be exact words from the KCS documentation, but they must appropriately convey the KCS Principles, core concepts, practices, and techniques. Where there are multiple correct answers, the complete list of correct answers is not required. For example, there are numerous reasons why "search early, search often" is important.  We may ask you to list two of the reasons. You are welcome to list all of the reasons you believe to be correct. There is no "extra credit" for providing more answers than are asked for. However, incorrect answers which expose a lack of understanding will detract from your score. Certified Trainers must possess a deep and thorough understanding of KCS.

 

For the list of reference materials, the topics and objectives included in the exam and instructions on how to register for the exam, please see the KCS v6 Trainer Certification Study Guide and Registration Instructions.

Exam Retake

All certification criteria must be met within one year from payment submission.  To retake a non-passing exam, a retake fee and 30 day waiting period is required. Should a second retake be necessary, a retake fee and another 30 day waiting period is required.  The exam cannot be taken more than three times.

Exam Options

There are a few different options for taking the exam:

  1. Hosted – at a proctored testing center (there are centers all over the world: locations here)
  2. OLP – online proctored (using a video camera)
  3. Client Proctored - if you are working with a Certified Trainer, they can proctor the exam

 

No reference materials can be used during the exam.  Exam policies and procedures are provided on the testing center web site after scheduling the exam.

Languages

The KCS Internal Trainer Certification is currently only available in English.  Testing centers are available worldwide.

 

Rules of Conduct

Please read the Consortium's Member Rules of Conduct.  Lack of adherence to these rules of conduct will be grounds for loss of certification status and exclusion from the KCS network at the KCS Academy's discretion.

 

For more information please contact:

Greg Oxton
Executive Director
Consortium for Service Innovation
+1.650.576.9102
goxton@serviceinnovation.org
www.serviceinnovation.org

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Last modified
08:57, 25 May 2017

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