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Maximizing Customer Loyalty:
The Ultimate Guide to Delivering Incredible Frontline Customer Service

Study Guide for NCSA's DCSP® (Direct Contact Service Professional) Certification Examination
Accessible to customer service professionals anywhere in the world!


DCSP Study Guide

Maximizing Customer Loyalty, by C. William Crutcher, is a comprehensive guide to exceptional customer service, and serves as the required study guide for the DCSP online examination. The DCSP certification program is designed for direct-contact employees who have actively participated in the field of customer service for at least one year.

Tailored specifically for frontline personnel, Maximizing Customer Loyalty provides combines 25 years of expert-led training in the fields of customer service, organizational planning, and leader development to guide service providers in any industry to create customers for life. Addressing the particular challenges of service in a post-pandemic business landscape, providing real-world examples, and offering practical tools and actionable knowledge. Crutcher sets the reader up for guaranteed success in forging strong, long-lasting customer loyalty, the ultimate competitive advantage for any business. In a world where we all serve someone, this book is an essential read for anyone seeking growth both professionally and personally.

The book and DCSP exam cover the foundations of service, relationship building, customer behavior, communication skills, customer interaction, email skills, stress management, sexual harassment, business ethics, and workplace safety.

Maximizing Customer Loyalty 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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"Bill Crutcher has authored the definitive book on customer service. Practical, easy-to-apply examples and quizzes at the end of each chapter ensure the reader gets a hands-on experience. The easy-to-read, no-nonsense approach makes this book perfect for applying the principles in a post-pandemic business world. For readers who want to take their customer service skills to the next level, this book will pave the way."
—Rick Sainte, Entrepreneur and Multi-Million-Dollar Sales Producer

"As a leader of global customer service in previous years, Bill’s knowledge and passion for service is valuable for any individual or organization interested in rising to service excellence! This book includes straightforward, easy-to-apply, and useful guidelines that can individually or collectively be put to immediate use. You won’t be disappointed."
—C.J. Privoznik, Founder and Principal of STW Solutions, Inc.

"Bill Crutcher masterfully illustrates actionable and accessible customer service strategies and tactics! A required resource for any professional who desires to create exceptional customer experiences. A must-read resource book!"
—N.J. Robinson, President of Hi-Tech Leadership