At America's service : how corporations can revolutionize the way they treat their customers / Karl Albrecht.
Publication details: Homewood, Ill. : Dow Jones-Irwin, c1988.Description: ix, 241 p. : ill. ; 24 cmISBN:- 1556230958
- 658.812 19 ALB
| Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
Book Open Access
|
Engineering Library | 658.812 ALB 1 (Browse shelf(Opens below)) | 1 | Available | BUML24010023 |
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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.
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