Mastery of Customer Service in Careers

J. Mark Munoz is a tenured Full Professor of Management and International Business at Millikin University in Illinois. He was a former Visiting Fellow at the Kennedy School of Government at Harvard University. He is a recipient of several awards including four Best Research Paper Awards, a Literary Award, two International Book Awards, and the Accreditation Council for Business Schools and Programs (ACBSP) Teaching Excellence Award among others. He was recognized by the Academy of Global Business Advancement (AGBA) as the 2016 Distinguished Business Dean and recognized for Global Academic Excellence by Amity/IEEE in 2019. In 2024, he received AGBA's Lifetime Achievement Award in Global Business.Aside from top-tier journal publications, he has authored/edited/co-edited over twenty (25) books including, International Social Entrepreneurship, Handbook on the Geopolitics of Business, Global Business Intelligence, Arts and Entrepreneurship, Managerial Forensics, Creating a Business and Personal Legacy, The Next Right Move, The AI Leader, and Digital Entrepreneurship and the Global Economy. He directs consulting projects worldwide in the areas of strategy formulation, international sales and marketing, international finance and business development.Nigel Hill is the founder of TLF Research Ltd, a UK company that has been a leader in customer satisfaction for 30 years. TLF provides research services, advice, design and communications services and training to help organizations measure, monitor and improve their customers' experience. Nigel has written 4 books about customer satisfaction including Customer Satisfaction: the customer experience through the customers' eyes, The Handbook of Customer Satisfaction Measurement, How to Measure Customer Satisfaction and Customer Satisfaction for ISO 9000. He has also written many articles on the subject and has spoken on the subject at conferences and events around the world. Nigel holds a B.Sc (Econ) from the London School of Economics, a Master of Philosophy from the University of Huddersfield and a Diploma in Marketing.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.