Karl Albrecht

Service Within: Solving the Middle Management Leadership Crisi Karl Albrecht

Foreword by Goran Carstedt, CEO of Volvo Sales, Sweden In this thought-provoking book Karl Albrecht introduces the revolutionizing concept of internal service. According to Karl, "If you're not serving the customer, your job is to serve somebody who is." He outlines a practical plan for turning all internal support departments into miniature service businesses. He shows middle managers and support employees how to identify and understand their customers, develop their service missions, improve their service practices, get valuable feedback from their internal customers, and negotiate reciprocal added-value relationships between departments. Goran Carstedt, head of Volvo Sales in Sweden, says, ?In this book Karl Albrecht once again demonstrates his deep understanding for what it takes to make service excellence happen. The unique lesson is: ?If you ever hope to get things right on the outside, you must first get things right on the inside.?? Provide a copy of Service Within to every one of your managers.