The BUZZ: 50 Little Things That Make a Big Difference to World-Class Customer Service

Contents......Page 5
Acknowledgements......Page 7
Introduction......Page 8
The Top Ten......Page 12
1 - Make Customers Feel Special......Page 13
2 - Get the First Five Seconds Right......Page 15
3 - Say Something (Create Small Talk)......Page 17
4 - Personalize Interactions......Page 19
5 - Show You Care......Page 21
6 - Make Positive Choices......Page 23
7 - Be Curious......Page 25
8 - Create Great Memories for Customers......Page 27
9 - Make a Difference ( Be a Little M.A.D.)......Page 29
10 - Observe Customers......Page 31
The Famous Five......Page 34
11 - FIRST BASIC: DELIVER  AS AGREED......Page 35
12 - SECOND BASIC: PRACTICE
GOOD MANNERS......Page 37
13 - THIRD BASIC: ANSWER
CALLS QUICKLY......Page 39
14 - FOURTH BASIC: MINIMIZE
WAIT TIMES......Page 41
15 - FIFTH BASIC: FOLLOW UP......Page 43
THE BUZZ FOUNDATION......Page 46
16 - BE TOTALLY HONEST AND OPEN......Page 47
17 - BE HOSPITABLE......Page 49
18 - BE FLEXIBLE......Page 51
19 - GIVE CUSTOMERS THE BENEFIT OF THE DOUBT......Page 53
20 -BE GENEROUS WITH CUSTOMERS......Page 55
THE THEATER OF BUZZ......Page 58
21- CREATE A THEATER OF DELIGHT......Page 59
22 - WARM UP YOUR WELCOME......Page 61
23 - WORK YOUR EYES......Page 63
24 - WORK YOUR VOICE......Page 66
25 - TOUCH YOUR CUSTOMERS......Page 67
26 - CHOOSE YOUR SMILE......Page 69
27 - HAVE A LAUGH WITH YOUR CUSTOMERS......Page 71
28 - CELEBRATE WITH YOUR CUSTOMERS......Page 73
29 - TURN YOUR CUSTOMERS INTO CELEBRITIES......Page 75
30 - DECORATE YOUR PERSONAL SPACE......Page 77
THE HEART OF BUZZ......Page 80
THE BUZZ ACADEMY......Page 92
36 - LEARN ABOUT CUSTOMERS......Page 93
37 - LISTEN TO CUSTOMERS......Page 95
38 - INCREASE YOUR PRODUCT KNOWLEDGE......Page 97
39 - STUDY WORLD-CLASS CUSTOMER SERVICE......Page 99
40 - CHALLENGE YOURSELF EVERY DAY......Page 101
31 - PUT TIME INTO THE RELATIONSHIP......Page 81
32 - EMPATHIZE......Page 83
33 - GO OUT OF YOUR WAY TO HELP......Page 85
34 - TAKE THE LEAD......Page 87
35 - STIMULATE TEAM SPIRIT......Page 89
THE PSYCHOLOGY OF BUZZ......Page 104
41 - CREATE THE DRIVE FOR BUZZ......Page 105
42 - PREPARE FOR THE BUZZ EVERY DAY......Page 107
43 - KEEP CONSCIOUS......Page 109
44 - TAKE RISKS WITH YOUR CUSTOMERS......Page 111
45 - APPLY COMMON SENSE......Page 113
THE FINAL FIVE......Page 116
46 - PRAISE CUSTOMERS......Page 117
47 - USE NAMES......Page 119
48 - UNDERTAKE GOOD DEEDS......Page 121
49 - MAKE PROMISES AND KEEP THEM......Page 123
50 - SUGGEST AS MUCH AS A CUSTOMER CAN TAKE......Page 125