The service advantage : how to identify and fulfill customer needs / Karl Albrecht, Lawrence J. Bradford.
By: Albrecht, Karl
.
Contributor(s): Bradford, Lawrence J.
Material type: 
BookPublisher: Homewood, Ill. : Dow Jones-Irwin, c1990Description: ix, 240 p. : ill. ; 24 cm.ISBN: 1556232470.Subject(s): Customer services | Consumers -- ResearchDDC classification: 658.812 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00019486 |
Includes bibliographical references and index.
Know your customer -- Moments of truth -- Anatomy of the service customer of the 1990s -- The customer report card: Blueprint for excellence -- Customer perception research: Putting on your customers glasses -- Start with the obvious -- The face to face advantage -- Surveys: When, why and how -- Create your customer report card -- Building a service quality measurement system -- Closing the loop.
Author notes provided by Syndetics
Karl Albrecht is a world-renowned thinker, speaker, and author on organizational and individual effectiveness. He is chairman of Karl Albrecht International and has provided consulting services and seminars in Europe, Asia, South America, the Middle East, and Australia, as well as throughout the U.S. His many books include: Service America! (coauthored with Ron Zemke), The Only Thing That Matters, and The Northbound Train. He lives in San Diego, California.050