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

Study Guide for NCSA's CCSP® (Certified Customer Service Professional) Certification Examination
Accessible to customer service professionals anywhere in the world!


CCSP Study Guide

Managing Service Excellence, by C. William Crutcher, is a comprehensive guidebook for creating and maintaining a customer-centric organization, and serves as the required study guide for the CCSP online examination. The CCSP certification program is designed for management-level professionals who have actively participated in the field of customer service for at least two years.

Managing Service Excellence provides the tools and knowledge to maximize your organization’s competitive advantage by consistently delivering superior service to all customers—internal and external. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life.

The book and CCSP exam cover the foundations of service, drivers of human behavior, planning, communication strategies, teaming, coaching, managing change, measuring customer service and satisfaction, problem-solving, sexual harassment, and business ethics.

Managing Service Excellence is currently available at all major online book retailers, including Amazon and Barnes & Noble, in both paperback and eBook formats. The eBook is also available as a convenient, cost-effective PDF download directly through the NCSA website. If you need assistance with ordering either the paperback or eBook, please contact the NCSA at:

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"Rarely do you find a book that has everything, but Crutcher hits on all six cylinders with Managing Service Excellence! Through storytelling, practical examples and end-of-chapter reviews, Crutcher skillfully imparts his extensive knowledge on the important topic of customer service. This is a must read for anyone, regardless of industry, who interfaces directly or indirectly with their organization’s customers."
—Kellie J. Sigh, Executive Director, College Possible - Milwaukee

"In an era where interpersonal communication and customer care often lag behind technology, Managing Service Excellence is a pragmatic and insightful resource for understanding what constitutes, as well as how to deliver, first-class service. Crutcher breaks the concept into actionable parts and provides a practical approach for building and implementing quality standards and sustainable service models."
—Erin Blecha-Ward, President, Founder
   formerly Director of Fan Experience, Atlanta Hawks Basketball Club

"This book is the definitive training guide for companies and individuals striving to deliver and sustain outstanding customer service. Crutcher has captured all the complexities involved in the customer service process and presents it in an easy-to-read instructional format. A must-read resource book!"
—Reginald J. Baron, Director, Mobile Sales, MTA New York City Transit