The Buzz

By: David Freemantle

Narrated by: Bookbytes

Length: 10 mins

Publisher's Summary

Organisations 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 centres, 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 audiobook 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).

©2006 bookbytes Limited

Critic Reviews

"Deliver truly great customer service. [Listen to] The Buzz and be inspired with dozens of practical ideas to improve your business." (Henry Stewart, Chief Executive, Happy Computers)

THANKYOU FOR KEEPING THE STANDARD!

This is the bottom line when it comes to customer service. Even though we all think we know this stuff, it is a wake up call to hear it again. This is one of the best counseling sessions I have ever heard.I was inspired toward excellance, thankyou.

2 of 2 people found this review helpful