Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization

Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization

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Product Details

ISBN-13: 9780692985717
Publisher: Diamin Publishing
Publication date: 12/08/2017
Pages: 182
Product dimensions: 5.98(w) x 9.02(h) x 0.39(d)

About the Author

Bill Crutcher is president and CEO of the National Customer Service Association (NCSA). Crutcher has more than 25 years of extensive experience in C-varied leadership roles with both line and staff functions. He is an adjunct professor in management and organizational behavior and is equally effective with roles ranging from executive coach to transforming groups into highly successful teams. He has been highly active in the field of adult education since 1996. His expertise in both organizational planning and human dynamics allow him to guide businesses in achieving competitive advantage through the development of customer-centric work cultures. Crutcher has created many proprietary managerial models focusing on topics such as "AKE" (attitude, knowledge and empowerment) core requirements of effective customer service, identifying customer types, customer service self-assessment, change management, personal and professional planning and organizational performance. He holds several certifications, including Certified Managerial Mastery Facilitator and Certified Teams Course Facilitator. Crutcher is highly praised for his ability to bond teams and motivate diverse work groups. He holds a Bachelor of Science in Business Administration and an MBA from Illinois State University.

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