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Study Guide for NCSA's Certification Examinations

CCSP Study Guide

Managing Service Excellence, by C. William Crutcher, serves as the required study guide for the CCSP® and DCSP® online examinations.

Whether you are just entering the field of customer service on the front line, or you are a seasoned manager pursuing growth both individually and for your organization, Managing Service Excellence provides all the tools for achieving service excellence. In clear, accessible language, the author covers every aspect of customer service. Beginning with the foundations of human behavior, this study guide helps us understand what customers really want and need, allowing us to communicate more effectively and build the relationships that are essential to a true customer-centric organization.

The DCSP exam focuses on chapters covering the foundations of service, drivers of human behavior, effective communication strategies, sexual harassment and business ethics.

The CCSP exam covers the above, as well as chapters on planning, teaming, coaching, managing change and problem solving.

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:

Order today at Amazon Order today at Barnes & Noble Order today eBook

"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

Register today for an NCSA Certification