You are previewing The Buzz: 50 Little Things that Make a Big Difference to World Class Customer Service.
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The Buzz: 50 Little Things that Make a Big Difference to World Class Customer Service

Book Description

We all know that customers are the key to a business’s success.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Contents
  5. Acknowledgments
  6. Introduction
  7. The Top Ten
    1. 1 Make customers feel special
    2. 2 Get the first five seconds right
    3. 3 Say something (create small talk)
    4. 4 Personalize interactions
    5. 5 Show you care
    6. 6 Make positive choices
    7. 7 Be curious
    8. 8 Create great memories for customers
    9. 9 Make a difference (be a little M.A.D.)
    10. 10 Observe customers
  8. The Famous Five
    1. 11 First basic: Deliver as agreed
    2. 12 Second basic: Practice good manners
    3. 13 Third basic: Answer calls quickly
    4. 14 Fourth basic: Minimize wait times
    5. 15 Fifth basic: Follow up
  9. The Buzz Foundation
    1. 16 Be totally honest and open
    2. 17 Be hospitable
    3. 18 Be flexible
    4. 19 Give customers the benefit of the doubt
    5. 20 Be generous with customers
  10. The Theater of Buzz
    1. 21 Create a theater of delight
    2. 22 Warm up your welcome
    3. 23 Work your eyes
    4. 24 Work your voice
    5. 25 Touch your customers
    6. 26 Choose your smile
    7. 27 Have a laugh with your customers
    8. 28 Celebrate with your customers
    9. 29 Turn your customers into celebrities
    10. 30 Decorate your personal space
  11. The Heart of Buzz
    1. 31 Put time into the relationship
    2. 32 Empathize
    3. 33 Go out of your way to help
    4. 34 Take the lead
    5. 35 Stimulate team spirit
  12. The Buzz Academy
    1. 36 Learn about customers
    2. 37 Listen to customers
    3. 38 Increase your product knowledge
    4. 39 Study world-class customer service
    5. 40 Challenge yourself every day
  13. The Psychology of Buzz
    1. 41 Create the drive for buzz
    2. 42 Prepare for the buzz every day
    3. 43 Keep conscious
    4. 44 Take risks with your customers
    5. 45 Apply common sense
  14. The Final Five
    1. 46 Praise customers
    2. 47 Use names
    3. 48 Undertake good deeds
    4. 49 Make promises and keep them
    5. 50 Suggest as much as a customer can take