NCSA Web-Ed Series
Monthly webinars enriching customer service professionals worldwide
Each month, NCSA hosts expert-led webinars on critical topics shaping customer service excellence. Every session includes a live Q&A, giving participants the chance to engage directly with industry leaders. Have a topic suggestion? Email us at info@nationalcsa.com.
These live webinars are free and open to all. For exclusive access to our full library of past webinar recordings join NCSA today!
Drawing from the book The Mastery of Customer Service in Careers by J. Mark Munoz, Nigel Hill, and Diane M. Crutcher, this session explores a comprehensive set of concepts that define service excellence across every stage of a career.
Blending real-world experience, research-based insight, and reflective storytelling, the discussion is organized around three perspectives: You—the service provider; the Customer—the service recipient; and Final Thoughts—key principles that tie service mastery to long-term success.
This interactive session is practical, grounded in today’s service realities, and designed to deliver actionable takeaways you can apply immediately to strengthen both your professional impact and personal growth.
About the Speaker
Diane Crutcher is vice president of programs for the National Customer Service Association. Ms. Crutcher has significant experience in leading teams and projects, human resource development, and continuous quality improvement process design and implementation. Her expertise in human dynamics allows her to effectively guide individuals and groups in service excellence and effective problem solving.
Her business certifications include Certified Continuous Quality Improvement facilitator, “LEAN” Process facilitator, Certified Teams Assessor, "7 Habits of Highly Effective People" Master Facilitator, diversity trainer, Work Complexity Analyst, Certified Leading Empowered Organizations facilitator and a Certified Principle-Centered Leadership facilitator. Ms. Crutcher is highly recognized for her ability to "lead the way forward"—even in the most challenging of circumstances. She has been an adult educator for over 20 years and holds a bachelor's degree in psychology and a master's degree in education, both from Illinois State University. Her career has included leadership positions in finance and a national not-for-profit organization as well as serving as a human resources director in healthcare. She co-authored the recently published book The Mastery of Customer Service in Careers along with J. Mark Munoz and Nigel Hill, available through Amazon and other booksellers.
