EBOOK McGraw-Hill's GED Social Studies
isbn | : | 0071407022 |
Title | : | McGraw-Hill's GED Social Studies |
Author | : | Kenneth Tamarkin |
EBOOK McGraw-Hill's GED Social Studies
isbn | : | 0071407022 |
Title | : | McGraw-Hill's GED Social Studies |
Author | : | Kenneth Tamarkin |
EBOOK How to Study 5/e
isbn | : | 0071406077 |
Title | : | How to Study 5/e |
Author | : | Allan Mundsack |
PDF Common American Phrases in Everyday Contexts: A Detailed Guide to Real-Life Conversation and Small Talk (McGraw-Hill ESL References)
isbn | : | 0071405607 |
Title | : | Common American Phrases in Everyday Contexts: A Detailed Guide to Real-Life Conversation and Small Talk (McGraw-Hill ESL References) |
Author | : | Richard A. Spears |
PDF Current Diagnosis & Treatment in Otolaryngology-Head & Neck Surgery (LANGE CURRENT Series)
isbn | : | 0071402373 |
Title | : | Current Diagnosis & Treatment in Otolaryngology-Head & Neck Surgery (LANGE CURRENT Series) |
Author | : | Anil K. Lalwani |
READING First Fruit: The Creation of the Flavr Savr Tomato and the Birth of Biotech Food
isbn | : | 0071400273 |
Title | : | First Fruit: The Creation of the Flavr Savr Tomato and the Birth of Biotech Food |
Author | : | Belinda Martineau |
BOOKs English Grammar for the Utterly Confused
isbn | : | 0071399224 |
Title | : | English Grammar for the Utterly Confused |
Author | : | Laurie E. Rozakis |
PDF Stop Me Because I Can't Stop Myself : Taking Control of Impulsive Behavior
isbn | : | 0071398260 |
Title | : | Stop Me Because I Can't Stop Myself : Taking Control of Impulsive Behavior |
Author | : | Jon E. Grant |
READING Uninterruptible Power Supplies
isbn | : | 0071395954 |
Title | : | Uninterruptible Power Supplies |
Author | : | William Angus Knight |
PDF Project Management : Strategic Design and Implementation
isbn | : | 0071393102 |
Title | : | Project Management : Strategic Design and Implementation |
Author | : | David I. Cleland |
DOWNLOAD The Essential Vince Lombardi : Words & Wisdom to Motivate, Inspire, and Win
isbn | : | 0071390960 |
Title | : | The Essential Vince Lombardi : Words & Wisdom to Motivate, Inspire, and Win |
Author | : | Vince Lombardi Jr. |
DOWNLOAD IC Mask Design: Essential Layout Techniques
isbn | : | 0071389962 |
Title | : | IC Mask Design: Essential Layout Techniques |
Author | : | Christopher Saint |
DOWNLOAD How to Find Hidden Real Estate Bargains 2/e
isbn | : | 0071388761 |
Title | : | How to Find Hidden Real Estate Bargains 2/e |
Author | : | Robert Irwin |
READ Unbelievably Good Deals & Great Adventures That You Absolutely Can't Get Unless You're Over 50, 2002-2003
isbn | : | 0071388583 |
Title | : | Unbelievably Good Deals & Great Adventures That You Absolutely Can't Get Unless You're Over 50, 2002-2003 |
Author | : | Joan Rattner Heilman |
DOWNLOAD Telecom Convergence, 2/e: How to Bridge the Gap Between Technologies and Services
isbn | : | 0071387854 |
Title | : | Telecom Convergence, 2/e: How to Bridge the Gap Between Technologies and Services |
Author | : | Steven Shepard |
BOOKs Opportunities in Real Estate Careers, Revised Edition
isbn | : | 0071387153 |
Title | : | Opportunities in Real Estate Careers, Revised Edition |
Author | : | Mariwyn Evans |
READING Electronics Manufacturing : with Lead-Free, Halogen-Free, and Conductive-Adhesive Materials
isbn | : | 0071386246 |
Title | : | Electronics Manufacturing : with Lead-Free, Halogen-Free, and Conductive-Adhesive Materials |
Author | : | John H. Lau |
READ Model Mommy: Vendela's Plan for Emotional Support, Exercise, and Eating Right After Having a Baby (CLS.EDUCATION)
isbn | : | 0071384847 |
Title | : | Model Mommy: Vendela's Plan for Emotional Support, Exercise, and Eating Right After Having a Baby (CLS.EDUCATION) |
Author | : | Vendela |
READ Picabo: Nothing to Hide
isbn | : | 0071383123 |
Title | : | Picabo: Nothing to Hide |
Author | : | Picabo Street |
EBOOK Deflation: How to Survive & Thrive in the Coming Wave of Deflation
isbn | : | 0071382518 |
Title | : | Deflation: How to Survive & Thrive in the Coming Wave of Deflation |
Author | : | A. Gary Shilling |
DOWNLOAD Teach Yourself Algebra for Electronic Circuits
isbn | : | 0071381821 |
Title | : | Teach Yourself Algebra for Electronic Circuits |
Author | : | Kenneth Jenkins |
READING High probability trading : take the steps to become a successful trader
isbn | : | 0071381562 |
Title | : | High probability trading : take the steps to become a successful trader |
Author | : | Marcel Link |
DOWNLOAD How to Get Started in Electronic Day Trading
isbn | : | 0071380493 |
Title | : | How to Get Started in Electronic Day Trading |
Author | : | David S. Nassar |
READ Working Together: 12 Principles for Achieving Excellence in Managing Projects, Teams, and Organizations
isbn | : | 0071379517 |
Title | : | Working Together: 12 Principles for Achieving Excellence in Managing Projects, Teams, and Organizations |
Author | : | James P. Lewis |
PDF Financial Analysis Tools and Techniques: A Guide for Managers
isbn | : | 0071378340 |
Title | : | Financial Analysis Tools and Techniques: A Guide for Managers |
Author | : | Erich A. Helfert |
BOOKs How Boat Things Work : An Illustrated Guide
isbn | : | 0071377549 |
Title | : | How Boat Things Work : An Illustrated Guide |
Author | : | Charlie Wing |
BOOKs Service America in the New Economy
isbn | : | 0071377220 |
Title | : | Service America in the New Economy |
Author | : | Karl Albrecht |
The Long-Awaited Follow-Up to the Classic Customer Revolution Call-to-Arms
The first edition of Service America!,published in 1985,forced companies across the globe to rethink and reinvent their business strategies. Over a half-million copies and several translations later,it still stands as corporate America's single most important and influential customer relationship manifesto.
Service America in the New Economy revisits this classic guidebook,then updates it with new insights and methodologies for refining your organization's performance during the "moments of truth. " Unsparing and direct,it reestablishes Karl Albrecht and Ron Zemke as the standard-bearers for a human-values focus in the radically new global marketplace.
Praise for the Bestselling First Edition of Service America:
"Their message is an important one for all companies. "
J. W. Marriott,Jr.
President,Marriott Corporation
"An uncommonly sensible guide. "
Kirkus
"Highly recommended to people engaged in the growing service sector of the American economy. "
Library Journal
"A panoramic view of customer service in America. "
HRD Review Today's technological innovations introduced with the promise of streamlining and simplifying interactions between consumers and businesses instead threaten the very foundation of genuine service. Too many businesses are building an ever-widening digital moat of impersonal and impenetrable technology around themselves. At the same time,they have relegated proven principles of successful customer relations concepts like actual service,value creation,and simple human interaction to thedustbin,leavingcustomers increasingly frustrated and alarmingly disloyal.
The emperor has no clothes and it's high time someone in the crowd spoke up.
In Service America in the New Economy,service management icons Karl Albrecht and Ron Zemke do more than speak up. They reveal time-proven strategies for restoring customer value to the center stage of business. While retaining the core concepts from its paradigm-setting predecessor Service America!,their newest book offers new thinking and updated case examples,and adds an entirely new dimension of techniques for winning and keeping customers in the new,technologically-based global economy.
In keeping with the insights of Service America!,this updated and expanded treatment delivers digital-age strategies and solutions for controlling the Moment of Truth that all-important episode in which the customer comes into contact with the organization and gets an impression of its service. Leaving behind clichés and platitudes,Albrecht and Zemke tackle complex concepts and issues including:
The 10 Eternal Truths of Service Durable service management lessons that will outlive momentary but ultimately ineffectual fads,movements,and manias Customer-Friendly Systems Ways to design facilities,policies,procedures,and communication processes for the convenience of the customer not the organization Combining Tech with Touch Strategies for having real service people act in a human capacity to supply value in an otherwise technological interaction
A generation ago,customer service was treated more as a discretionary chore than a competitive requirement. Service America! exploded onto America's corporate scene and changed the rules forever. Now let Service America in the New Economy renew,revalidate,and extend the principles set forth in Service America!,and attune your organization for the true service revolution which is right around the corner.
click here to downloadEBOOK 5 Steps to a 5 on the Advanced Placement Examinations: U.S. History (5 Steps to a 5 on the Advanced Placement Examinations Series)
isbn | : | 0071377174 |
Title | : | 5 Steps to a 5 on the Advanced Placement Examinations: U.S. History (5 Steps to a 5 on the Advanced Placement Examinations Series) |
Author | : | Stephen Armstrong |
READING Low Voltage Wiring: Security/Fire Alarm Systems
isbn | : | 0071376747 |
Title | : | Low Voltage Wiring: Security/Fire Alarm Systems |
Author | : | John E. Traister |
PDF M&A From Planning to Integration: Executing Acquisitions and Increasing Shareholder Value
isbn | : | 007137521X |
Title | : | M&A From Planning to Integration: Executing Acquisitions and Increasing Shareholder Value |
Author | : | Robert J. Borghese |
EBOOK Get Ready! For Standardized Tests : Math Grade 1
isbn | : | 0071373993 |
Title | : | Get Ready! For Standardized Tests : Math Grade 1 |
Author | : | Sandy McConnell |
BOOKs How To Make Money In Stocks: A Winning System in Good Times or Bad, 3rd Edition
isbn | : | 0071373616 |
Title | : | How To Make Money In Stocks: A Winning System in Good Times or Bad, 3rd Edition |
Author | : | William J. O'Neil |
READ Homemade Lightning: Creative Experiments in Electricity
isbn | : | 0071373233 |
Title | : | Homemade Lightning: Creative Experiments in Electricity |
Author | : | Richard A. Ford |
READ Associated Press Sports Writing Handbook
isbn | : | 0071372180 |
Title | : | Associated Press Sports Writing Handbook |
Author | : | Steve Wilstein |
DOWNLOAD 101 Best .Com Resumes & Cover Letters
isbn | : | 0071370447 |
Title | : | 101 Best .Com Resumes & Cover Letters |
Author | : | Jay A. Block |
PDF The Ultralight Backpacker : The Complete Guide to Simplicity and Comfort on the Trail
isbn | : | 0071368280 |
Title | : | The Ultralight Backpacker : The Complete Guide to Simplicity and Comfort on the Trail |
Author | : | Ryel Kestenbaum |
READING Finance and Accounting for Nonfinancial Managers
isbn | : | 0071364331 |
Title | : | Finance and Accounting for Nonfinancial Managers |
Author | : | Samuel C. Weaver |
PDF Reading Between the Numbers: Statistical Thinking in Everyday Life
isbn | : | 0071364005 |
Title | : | Reading Between the Numbers: Statistical Thinking in Everyday Life |
Author | : | Joseph Tal |
READING The Fat Flush Fitness Plan isbn : 0071423125 Title : The Fat Flush Fitness Plan Author : Ann Louise Gittleman As a...