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The Buzz: 50 Little Things That Make a Big Difference to Serve Your Customers
 
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The Buzz: 50 Little Things That Make a Big Difference to Serve Your Customers (Paperback)

by David Freemantle (Author)
4.0 out of 5 stars  See all reviews (3 customer reviews)
RRP: £9.99
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Price For All Three: £15.64

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Product details

  • Paperback: 200 pages
  • Publisher: Nicholas Brealey Publishing (23 Sep 2004)
  • Language English
  • ISBN-10: 1857883470
  • ISBN-13: 978-1857883473
  • Product Dimensions: 20.8 x 13.4 x 1.2 cm
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon.co.uk Sales Rank: 150,375 in Books (See Bestsellers in Books)

    Popular in this category:

    #73 in  Books > Business, Finance & Law > Sales & Marketing > Customer Services

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Product Description

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.


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
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Customer Reviews

3 Reviews
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Average Customer Review
4.0 out of 5 stars (3 customer reviews)
 
 
 
 
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13 of 13 people found the following review helpful:
5.0 out of 5 stars The Buzz, 28 Sep 2004
By Colin Rutherford (Cumbernauld, Glasgow United Kingdom) - See all my reviews
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.
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17 of 18 people found the following review helpful:
5.0 out of 5 stars Successful teams Buzz, 15 Oct 2004
By Colin DMarvell (Baldock, Herts United Kingdom) - See all my reviews
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.
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2.0 out of 5 stars interesting, 25 Sep 2009
By Lidy Benton "Bookworm" (London, England) - See all my reviews
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.
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