About NCSA

Empowering Service Excellence—Yesterday, Today, and Tomorrow

The National Customer Service Association (NCSA) began with a simple but powerful idea: that exceptional customer service is the foundation of lasting success—for individuals, teams, and entire organizations. That idea was sparked in the years following founder C. William Crutcher’s corporate career, as he transitioned into consulting and began leading soft skills training workshops for businesses across the country.

The workshops were a hit. Organizations kept inviting his team back, expanding the topics and bringing in more employees. And individuals shared heartfelt feedback about how the sessions helped them grow—professionally and personally. These early successes confirmed what Crutcher already believed: people at every level of organizations are eager to strengthen their customer service abilities when given the opportunity.

Out of this momentum, the Center for Performance Development was born, offering professional development grounded in custom-built models for strategic planning, change management, performance growth, and critical thinking. The work evolved, and in 1996, NCSA was formally established to provide an even broader platform for customer service education—one with global reach.

Since then, NCSA has grown from a training resource into the globally trusted hub for customer service certification, knowledge, and community. As the industry has transformed—especially with the rise of virtual learning—NCSA has evolved right alongside it, developing accessible online certification programs, launching live monthly webinars, and expanding our international membership.

Through it all, our mission remains clear: to elevate service standards worldwide by equipping professionals with the skills, confidence, and credibility to lead with excellence.

We are proud of the professionals and organizations we have certified around the world. We are proud to be recognized nationally and internationally as a leader in customer service education. But most of all, we are proud of the impact we have made—helping real people deliver service that uplifts and endures.

As we look to the future, NCSA is expanding our reach across industries and professions, continually refining our offerings to match the ever-evolving expectations of today's customers. Because no matter how the world changes, one thing stays the same: great service never goes out of style.

NCSA Vision, Mission, and Values

VISION
An excellent service experience for all customers—internal and external—in every interaction.

MISSION
NCSA is the ultimate provider of premier educational opportunities, highly distinguished certifications, and critical support services in the field of customer service.

CORE VALUES
Respect: We value the differences of every person and their right to participate without bias in the workplace, their communities, and the world.
Honesty: We tell the truth in all situations, with professionalism and compassion.
Trust: We trust in others and maintain our trustworthiness to earn trust in return.
Integrity: We do what we say we will do, even when no one is watching, regardless of the cost.