Service America was Dow-Jones Irwin's best selling book in history. As the definitive book on customer service--and the first major title in the field--it helped to define the category, spurring on dozens of imitators and creating an entirely new customer-service publishing category. Their seminal book became the blueprint that companies used to reform their service management stratgies. In the original, Karl Albrecht and Ron Zemke predicted that delivering customer service value would become more and more important in the years ahead. Althoug no one could have predicted the new digital world, Karl Albrecht makes a powerful argument for why customer service is even more important in the new economy. He contends that customer service has suffered a major setback in the new e-commerce marketplace: "Web-based businesses, so far, at least, have probably set back the state of the art in delivering customer value by at least ten years. Even the best of them have simply transformed their businesses into virtual vending machines. The mindless use of digital technology to depopulate the customer interface will turn out to be one of the biggest mistakes many compajies will ever make." As examples, Albrecht points to many industries and companies in which it seems virtuall impossible to get a human being on the phone (e.g. phone company, airlines etc.). Cusotmers are becoming tired of infereior levels of service (e.g. United Airlines customers), and Albrecht predicts that the problem will only get worse as e-commerce becomes more commonplace.

Service America in the New Economy

Business & Money

ALBRECHT, KARL

Zemke, Ron

Economics

McGraw=Hill

Offering a "mastery-learning-approach" for absolute beginners, a guide to Visual Basic provides all the instruction needed to learn Basic for Windows in fifteen minutes a day using plenty of illustrations, helpful examples, and colorful personal applications. Original. (Beginner).

Teach Yourself Visual Basic: version 4

Computers & Technology

Albrecht, Bob

Programming

McGraw-Hill/Osborne Media

Brain Building: Easy Games to Develop Your Problem Solving Skills [Feb 01, 1984] Albrecht, Karl

Brain Building: Easy Games to Develop Your Problem Solving Skills

Humor & Entertainment

Puzzles & Games

Prentice Hall Direct

Brain building: Easy games to develop your problem-solving skills

Management & Leadership

PRENTICE/HALL

Do you want to expand your mental power? Think more clearly, logically, and creatively? Improve your memory? Solve problems and make decisions more effectively? Brain Power introduces the six functional thinking abilities you need to become an adaptive, innovative thinker. As you develop your ability to think on your feet, to isolate and arrange facts, and to avoid logical pitfalls you will see how to use creative problem solving strategies, both in business and in private life. With practical exercises to improve your full range of mental capabilities from concentration to intuition, management consultant Karl Albrecht answers all your questions on becoming a more efficient and effective thinking. 
 Offering a gold mine of ideas and techniques to use in most any situation, Brain Power provides fascinating illustrations, games, and puzzles that will stimulate and expand your brain power.

Brain Power (A Spectrum Book)

Science & Math

Behavioral Sciences

Executive tune-up: Personal effectiveness skills for business and professional people (A Spectrum book)

Recommends techniques for managers for assessing the functioning of an organization, determining the areas that need improvement, and implementing changes in the organization according to a logical plan

Organization Development: A Total Systems Approach to Positive Change in Any Business Organization

Stress and the manager: Making it work for you (A Spectrum book)

Describes the principles and techniques of management by objectives, looking at systems and methods, case histories, the organization development approach, goal-setting and problem analysis, and the creation of a reward-centered environment.

Successful Management by Objectives: An Action Manual (Spectrum Book; S480)

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Books by ALBRECHT, KARL