TY  - BOOK
AU  - Albrecht,Karl
TI  - At America's service: how corporations can revolutionize the way they treat their customers 
SN  - 1556230958 
U1  - 658.812 19
PY  - 1988///
CY  - Homewood, Ill.
PB  - Dow Jones-Irwin
KW  - Service industries
KW  - Customer services
N1  - 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
ER  -