Description
Advertising campaigns across America are zeroing in on service as the best competitive weapon for winning customers. Hotel chains, hospitals, banks, telecommunications companies, fast food restaurants, and hundreds of other major U.S. corporations are switching to a service philosophy to gain a market share and increase profits.
But most of them don't know how to deliver quality service profitably or successfully.
Karl Albrecht, whose bestseller with Ron Zemke, Service America!, helped start America's service revolution, provides that essential know-how. He shows corporate executives, small-business owners, and entrepreneurs how the champions-those whose service quality is legendary-do it best. Then he provides a total program for a customer-driven, service- oriented business that includes:
โข A comprehensive, top-to-bottom, five-phase plan for an effective quality service product
โข A new paradigm that turns the old GM model upside-down...and works
โข Improved employee motivation, customer satisfaction, and profitability
โข How to build a service culture that makes excellent service to the customer a recognized mission for everyone in the organization
โข Advice from the service leaders-SAS, MARRIOTT, DISNEY, NORDSTROM, SHERATON, THE HARTFORD and more. ISBN:9780446393164 
