At America's service : how corporations can revolutionize the way they treat their customers /
Albrecht, Karl
At America's service : how corporations can revolutionize the way they treat their customers / Karl Albrecht. - Homewood, Ill. : Dow Jones-Irwin, c1988. - ix, 241 p. : ill. ; 24 cm.
Contents;
1. The service revolution
2. Service management
3. Off to a flying stop?
4. Common blunders in launching service programs
5. Common pitfalls in service program
6. "General-Motors" management doesn't work for service
7. Turning the pyramid upside down
8. Internal service : Everybody has a customer
9. How to implement a service management program
10. Phase 1: Understand your customer
11. Phase 2: Clarify your service strategy
12. Phase 3: Educate the organization
13. Phase 4: Implement grass-roots improvements
14. Phase 5: Make it permanent
15. Executive evangelism
Includes bibliographies and index.
1556230958
88003564
Service industries
Customer services
658.812 / ALB
At America's service : how corporations can revolutionize the way they treat their customers / Karl Albrecht. - Homewood, Ill. : Dow Jones-Irwin, c1988. - ix, 241 p. : ill. ; 24 cm.
Contents;
1. The service revolution
2. Service management
3. Off to a flying stop?
4. Common blunders in launching service programs
5. Common pitfalls in service program
6. "General-Motors" management doesn't work for service
7. Turning the pyramid upside down
8. Internal service : Everybody has a customer
9. How to implement a service management program
10. Phase 1: Understand your customer
11. Phase 2: Clarify your service strategy
12. Phase 3: Educate the organization
13. Phase 4: Implement grass-roots improvements
14. Phase 5: Make it permanent
15. Executive evangelism
Includes bibliographies and index.
1556230958
88003564
Service industries
Customer services
658.812 / ALB