Diamin Publishing Announces Release of "Managing Service Excellence"

NORMAL, Ill. - Dec. 12, 2017 - PRLog -- Diamin Publishing today announced the release of Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization by C. William Crutcher, president and CEO of the National Customer Service Association (NCSA), with a foreword by Fernando Flores, vice president of Universal Orlando Resort. 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. In clear, accessible language, Crutcher covers every aspect of service—from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly.

"I believe that all customer service professionals should, regardless of role and tenure, read Managing Service Excellence to both remind us of why we are in business in the first place and to know what to focus on should we want to remain relevant to our customers," wrote Flores.

"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," said Erin Blecha-Ward, Director of Fan Experience for the Atlanta Hawks Basketball Club.

"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," added Kellie J. Sigh, Director at Milwaukee Public Schools.

Managing Service Excellence is available on Amazon (http://www.amazon.com/dp/0692985719) and all other online retailers.

Book information:
Title: Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization
Contributors: C. William Crutcher (Author); Fernando Flores (Foreword)
Publisher: Diamin Publishing
Publication date: December 8, 2017
ISBN: 978-0692985717 (Paperback)

About the author: C. William (Bill) Crutcher is president and CEO of the National Customer Service Association (NCSA). Crutcher has more than 25 years of extensive experience in C-varied leadership roles with both line and staff functions. He is an adjunct professor in management and organizational behavior and is equally effective with roles ranging from executive coach to transforming groups into highly successful teams. He has been highly active in the field of adult education since 1996. His expertise in both organizational planning and human dynamics allow him to guide businesses in achieving competitive advantage through the development of customer-centric work cultures. Crutcher has created many proprietary managerial models focusing on topics such as "AKE" (attitude, knowledge and empowerment) core requirements of effective customer service, identifying customer types, customer service self-assessment, change management, personal and professional planning and organizational performance. He holds several certifications, including Certified Managerial Mastery Facilitator and Certified Teams Course Facilitator. Crutcher is highly praised for his ability to bond teams and motivate diverse work groups. He holds a Bachelor of Science in Business Administration and an MBA from Illinois State University.