At America's Service: How Corporations Can Revolutionize the Way They Treat Their Customers

by Karl Albrecht

Book Overview

A new model for service-age management that views management itself as a service offers guidelines for implementing a leadership that is employee-focused and extensive examples of the philosophy at... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 1556230958
• ISBN13: 9781556230950
• Release Date: January 1988
• Publisher: McGraw-Hill Professional Publishing
• Length: 241 Pages
• Weight: 0.97 lbs.
• Dimensions: 1.1" x 6.5" x 9.3"

Customer Reviews

A Must Read!!!

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.

At America's Service by Karl Albrecht

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.

excellent book! this definately needs to be read

This is a great book for owners of businesses or people who work for corporations. I enjoyed the chapter about managing young workers.

Excellent insight into every aspect of service organisations

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.