J. Mark Munoz & Nigel Hill 
The Mastery of Customer Service in Careers [EPUB ebook] 

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 in continuous quality improvement process design and implementation. Her extremely high skill sets in the area of human dynamics allow her to guide and direct individuals and groups in the provision of Service Excellence. Ms. Crutcher is well-regarded for her ability to work with individuals and groups in effective problem solving. She holds a large number of business certifications including Certified Continuous Quality Improvement facilitator, “LEAN” Process facilitator, Certified Teams Assessor, “7 Habits of Highly Effective People” Master Facilitator, Diversity trainer, a 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” for individuals and groups – 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 been in leadership positions in finance and a national not-for-profit organization as well as serving as a Human Resources Director in the healthcare arena.