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