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(6)In this summary you will learn
- Why service extends to problems that have not cropped up yet
- Why good service begins the moment the customer steps through your door
- How to plan a good service strategy
Why you should read Service America
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. getAbstract.com recommends this book to managers and executives throughout the corporate hierarchy.
About the Authors
Karl Albrecht is a management consultant and author of twenty books dealing with business performance. He chairs Karl Albrecht International, which oversees the practical application of his ideas. Ron Zemke is the founder and president of Performance Research Associates, Inc., a consulting firm that specializes in service quality audits. He has hosted a number of films on service management and is a well-known business writer.
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