Product Description

Organistaions that excel at service Buzz. Their people are switched on and they make it happen for customers. It is down to all the little things they get right. They focus on what counts and in the world of commerce as well as in public service there is only one person that counts, and that is the customer. "Get the First Five Seconds right"; The original Tom Peters-style fashion for customer service evolved into CRM (customer relations management) and as companies struggled to reduce costs, improve efficiency and enhance profits they allowed high-technology and computers to take over many of the traditional roles exercised by empowered and customer-friendly front-line people. Call centre, IVR (interactive voice recording) and Internet ordering became the order of the day. Empowered front-line employees were proving just too expensive and too unreliable to provide cost-effective customer service. In other words many companies lost the plot. "Make customers Laugh"; This book is aimed at stimulating senior executives, managers and front-line employees to re-examine the little things they do every day in relation to customers (external and internal). It will help them focus on the mi

Product Details

• Amazon Sales Rank: #162408 in Books
• Published on: 2004-09-23
• Original language: English
• Number of items: 1
• Binding: Paperback
• 200 pages

Henry Stewart, Chief Executive, Happy Computers
Deliver truly great customer service. Read The Buzz and be inspired with dozens of practical ideas to improve your business.

From the Inside Flap
Customers are the key to your success. Make a big difference to them by taking care of the little things that matter - this book contains 50 tips and techniques to create a Buzz that delivers world-class customer service.

In his punchy, accessible guide, well-known author David Freemantle offers simple, helpful advice on forming strong bonds with your clients. Make them feel special, listen to them, have a laugh with them, turn them into celebrities. Create a Buzz for customer care throughout your company and inspire everyone to Make A Difference (perhaps even to form a M.A.D. group!)

Inject energy, vitality and warmth into your customer relations; create a Buzz and reap the rewards.

About the Author
David Freemantle is a well-known author and speaker on people management and customer service. He wrote his first book, Superboss, in 1984 - recently re-endorsed by Management Today as "jargon free and a wealth of practical and inspiring advice." Following a successful career which culminated in a board appointment with a major airline; this rapidly became a bestseller, and featured in the Business Book Bestseller Lists. Since then he has written a number of other bestselling books that have been published in 14 languages, including his What Customers Like About You (also from Nicholas Brealey Publishing) which has sold more than 10,000 copies.

Customer Reviews

The Buzz
A practical and 'common sense' approach to help service providers their focus on Service Excellence. This book is excellent value as David Freemantle provides an insight to best practice in an easy to read and 'fun' format. This is an excellent prompt for those seeking to improve their focus on customer interactions. Couldn't put it down.

Successful teams Buzz
Following on from his international success as the author of 12 books on leadership, motivation and customer service Dr. David Freemantle brings us an invaluable 'How To' book for both Managers and front line staff alike.Expanding on his 'Theory of Inches', so called because he advocates it is the essential delivery of the little things that make a huge difference in service excellence.50 of those secrets sre set out in a deliberate, easy to read, fun format.
Successful teams buzz and this is demonstrated vividly with lots of well observed case studies.
Whilst one recommendation is to read and implement these little things over a 10 week period, I found myself unable to put The Buzz' down and eager to read the accompanying book 'The Biz'.I believe 'The Buzz' should be on the 'must read' list for every customer service professional.

interesting
Easy to read and accessible format - useful information - another good book on customer service is
Secret Service: Licence to Thrill Your Customers it is a completely different perspective on achieving excellent customer service skills. I could not put it down.