From the coauthor of the business bestseller Service America! comes an essential, comprehensive, practical manual for implementing service management strategies that work. Albrecht focuses on issues and problems such as building a service culture, how to get managers to think in new ways, common mistakes and more.
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Most Helpful Customer Reviews
3 of 3 people found the following review helpful:
5.0 out of 5 stars
At America's Service by Karl Albrecht,
By Lynette Bishop (Longview, WA USA) - See all my reviews
This review is from: At America's Service: How Your Company Can Join the Customer Service Revolution (Paperback)
A MUST READ for EVERY manager, employer, CEO, anyone who is a leader of just one or thousands of employees! It will literally change the way a leader looks at their company and what it takes to be successful by demonstrating how the employees MUST come first as the company's NUMBER ONE asset! It will cause a total shift in the leader's thinking, from "customer oriented" to "employee oriented" way of doing business. The author emphasizes as the company takes care of the employee, they, in turn will take care of the customer. Karl shows you how to do it with excellent concepts and ideas that work! Reading this book will cause the reader to lose sleep, to be haunted if they choose to ignore Karl's leading! Perhaps losing valuable employees in the process, never realizing why. Karl shares how companies spend thousands of dollars on learning how to catch and keep customers, when the real key, like Karl demonstrates, is how to catch and keep EMPLOYEES, who catch and keep customers. The business then thrives! Karl is an amazing author.
2 of 2 people found the following review helpful:
5.0 out of 5 stars
Excellent insight into every aspect of service organisations,
By tterry@ozemail.com.au (Queensland, Australia) - See all my reviews
This review is from: At America's Service: How Your Company Can Join the Customer Service Revolution (Paperback)
Karl Arlbrecht discusses customer service strategies and programs and the failed application of manufacturing ideas to service organisations. I was amazed how accurate his book was at describing many of the failures that my past two employers made. It was as if he had worked for us! An excellent reference book for management in service based businesses.
1 of 1 people found the following review helpful:
5.0 out of 5 stars
A Must Read!!!,
By A Customer
This review is from: At America's Service: How Your Company Can Join the Customer Service Revolution (Paperback)
This book is a MUST READ for ANYONE who deals with customers. My employer believes in this book so much, They designed a class around the book that every employee had or has to attend.
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Inside This Book
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First Sentence:
The service revolution in American business is well underway and gathering steam. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer perception research, service management paradigm, service quality measurement system, major service initiative, service management model, service quality program, customer report card, service triangle, middle management problem, benefit premise, frontline people, smile training, many service businesses, emotional labor, frontline employees, service excellence, service circle, driving idea, feather merchants, service strategy, frontline workers Key Phrases - Capitalized Phrases (CAPs): (learn more)
General Motors, Jan Carlzon, United States, Scandinavian Airlines, Service America, Santa Monica Hospital, Boston Edison Company, Dick Scott, Bill Marriott, Longs Drug Stores, New York, British Airways, Business Week, Dow Jones-Irwin, Harvard Business School, Marriott Corporation, New Economy, Queen Mary New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
The service revolution in American business is well underway and gathering steam. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer perception research, service management paradigm, service quality measurement system, major service initiative, service management model, service quality program, customer report card, service triangle, middle management problem, benefit premise, frontline people, smile training, many service businesses, emotional labor, frontline employees, service excellence, service circle, driving idea, feather merchants, service strategy, frontline workers Key Phrases - Capitalized Phrases (CAPs): (learn more)
General Motors, Jan Carlzon, United States, Scandinavian Airlines, Service America, Santa Monica Hospital, Boston Edison Company, Dick Scott, Bill Marriott, Longs Drug Stores, New York, British Airways, Business Week, Dow Jones-Irwin, Harvard Business School, Marriott Corporation, New Economy, Queen Mary New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 10
books:
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24
books
cite this book:
See all 24 books citing this book
- Service America!: Doing Business in the New Economy by Karl Albrecht on 5 pages
- Moments of Truth by Jan Carlzon on page 124, and page 156
- The Principles of Scientific Management by Frederick Winslow Taylor on page 88, and page 101
- Concept of the Corporation by Peter Drucker on page 83, and page 101
- The Way of Life by Lao Tzu on page 102
See all 10 books this book cites
- Winning the Service Game by Benjamin Schneider on 4 pages
- Winning Behavior: What the Smartest, Most Successful Companies Do Differently by Terry R. Bacon Ph.D. on page 338, page 342, and Index
- Dimensions of the Hospitality Industry: An Introduction, 3rd Edition by Paul R. Dittmer on page 14, page 26, and Index
- Added Value Negotiating: The Breakthrough Method for Building Balanced Deals by Karl Albrecht in Back Matter, and Back Flap
- Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) by Performance Research Associates on page 37, and Back Matter
See all 24 books citing this book
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