Make A Difference with the Little Things
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 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 minute-by minute behaviours they must adopt to deliver incredible customer service and create the BUZZ.
Deliver truly great customer service. Read The Buzz and be inspired with dozens of practical ideas to improve your business. - Henry Stewart, Chief Executive, Happy Computers
Number Of Pages: 128
Published: 23rd September 2004
Publisher: Hodder & Stoughton General Division
Country of Publication: GB
Dimensions (cm): 21.4 x 13.9
Weight (kg): 0.15
Edition Number: 1