Customer Reviews

Service America!: Doing Business in the New Economy

5 star:		(2)
4 star:		(1)
3 star:		(0)
2 star:		(0)
1 star:		(0)

 

 

Pick this book up, grab your pen, and start taking notes. Albrecht and Zemke have tapped the fountain of proven total customer service strategies. No touchy-feely management fluff here, but rather a proven service strategy aligning customers, employees, and systems along a common plane. As with any product, we try to improve it. These two authors get it right: Service is a product - Let's improve it until our customers say its perfect. Then make it better.

From customer moment-of-truths to the importance of out-focused organizational structures, Service America provides insight into the mind of the customer and why they flock to companies offering stellar customer service. This book exposes the truth we often overlook: Service is the Competitive Edge.

Tired of all of those "smile and be friendly" customer service approaches? As a leader this book was instrumental in getting me started in knowing what to do within my division to improve customer service.

This often-quoted classic still has a lot to say about the service frenzy of today's market, a phenomena that it predicted in its first edition more than fifteen years ago. Karl Albrecht and Ron Zemke have written a powerful, no-nonsense book filled with illustrative examples. If many of their insights seem to be common sense by now, it is only because so many of them have become a part of our collective business unconscious. If this volume was prophetic then (1985), it is indispensable now. We from getAbstract recommend this book to managers and executives throughout the corporate hierarchy.