C William CrutcherBill 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 nd 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. Read More Read Less