New NCSA Certification Program: Train-the-Trainer

NCSA is pleased to now offer a certification program training instructors to deliver our DCSP® or CCSP® programs to your organization’s staff, customers, or students. Adding NCSA certification training to your human resource development offerings is a powerful way to enhance your customer service support efforts and set your staff or customers up for service excellence success!

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Service Reminder
7 Myths of Customer Service

Buying into popular misconceptions about customer service, or making common misguided assumptions about customer loyalty, can spell disaster for your business. In this Service Reminder, we highlight the seven most dangerous myths of customer service and the truths that should replace them in order to consistently serve your customers with excellence. We encourage you to print Service Reminders out and post them in your staff area to inspire your team to improve their level of service every day.
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Education Article
Establishing a Mission and Vision to Guide Your Organization

Planning is key to achieving your goals, both organizational and personal. An effective end-to-end strategic plan is indispensable to success, and its cornerstone is mission and vision statements that clearly and succinctly express who the organization is, what it does, and where it is going. Without a strategically developed mission and vision, your entire planning process will fall short of its potential, your employees may not understand how their role supports the business’s objectives, and customers will not be clear on what they can expect from the company today and into the future. This Education Article reviews the components of developing mission and vision statements that will guide you and your organization to the most successful possible outcome.
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NCSA Central Florida Chapter’s April On-Site Event

"We survived! We are stronger because of it,” shared Jason Baker, Senior Vice President of Customer Experience & Ticketing Operations at EBG Solutions, with fellow NCSA Central Florida members attending the April chapter meeting. Its industry was hard hit by COVID-19. At its pre-pandemic peak, EBG numbered some 600+ employees, now down to a lean 225, but seeing its business take off once again.

EBG owns and operates the largest corporate benefits program for travel and entertainment in the world. EBG’s success is based on offering a curated portfolio of the best brands, products and experiences, providing top-notch customer service and collaborating with its partners daily.

Construction has just begun in the EBG-owned building in Orlando, transforming it into a custom, modern, state-of-the-art work environment. But it’s not about cutting-edge interior design alone. EBG places great emphasis on culture and credits this strong, collective identity for getting the organization through the ups and downs of the pandemic and beyond. Thanks, EBG Solutions, for hosting and for your hospitality!

The NCSA Central Florida Chapter will hold its June on-site event at Lighthouse Works on Thursday, June 16, for a networking opportunity with other members of the association.