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Consortium for Service Innovation

KCS v6 Certified Internal Trainer Instructions

About the KCS v6 Certified Internal Trainer Program

KCS (Knowledge-Centered Service) is gaining broad market recognition as the best practice for knowledge management in all knowledge-intensive industries.  As the 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.

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

What Being a KCS v6 Certified Internal Trainer Means

Completing the KCS v6 Certified Internal Trainer program and having your sponsor organization sign the Unlimited Use 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 for functions within your organization, including:
    • KCS Overview
    • KCS v6 Practices (1.5 day, 2 day, or 2.5 day)
    • KCS v6 Leadership Workshop
    • KCS v6 Design Session
  • Develop and designate other trainers within the organization to use the KCS training materials (under the direction of the Certified Internal Trainer)
  • Proctor the KCS Certification Exams
  • Participate in the KCS Certified Trainer conference calls hosted by the KCS Academy

The Unlimited Use 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 Internal 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.

Certification 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

Process to Become a KCS v6 Certified Internal Trainer

  1. Attend an in-person KCS v6 Practices Workshop (full 2.5 day version)
  2. Be KCS v6 Practices Certified.
  3. Fill out the Application to Become a KCS v6 Certified Trainer.
  4. Organize and co-teach an in-person 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.
  5. Pass the KCS v6 Certified Trainer Exam administered by the KCS Academy
    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.
  6. The sponsor organization must sign the Unlimited Use 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.

Costs

Activity

Cost

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

$450 (plus any applicable taxes)

Co-teach a KCS v6 Practices workshop with a KCS Certified Trainer Market rate plus any applicable taxes and travel expenses for KCS Certified Trainer co-teacher.
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) $14,000
Renewal process: Deliver two, one 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.

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 Topics and Objectives

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 Trainer v6 Certification Study Guide

The Trainer Certification exam consists of 36 fill-in-the-blank style questions and must be completed in 90 minutes or less. It follows the KCS concept of complete thoughts or phrases, not complete sentences.  The exam is scored based on the candidate’s understanding of the KCS concepts and principles. Responses do not have to be exact words from the KCS documentation, but they must appropriately convey the KCS principles, 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 only 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 than are asked for. However, incorrect answers, that expose a lack of understanding, will detract from your score. Certified Trainers must possess a deep and thorough understanding of KCS.

Registration, Payment, and Scheduling Exam

Please follow these instructions to register for the KCS v6 Trainer Exam.  Be sure to select the correct exam.

Reschedules, Cancellation, and No Show Fee

The same policies apply to the KCS v6 Trainer exam as apply to the KCS v6 Practices exam.

Exam Results

Because the KCS v6 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.

Exam Retake

All certification criteria must be met within one year from payment submission. To retake a non-passing exam, a retake fee of $650 (plus any applicable taxes) and 30 day waiting period is required. Should a second retake be necessary, a retake fee of $650 (plus any applicable taxes) and another 30 day waiting period is required. The exam cannot be taken more than three times.

Exam Options

The same options apply to the KCS v6 Trainer exam as apply to the KCS v6 Practices exam.

Languages

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

For more information, questions or comments please contact support@thekcsacademy.net.

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.

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 support@thekcsacademy.net

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