THE BUZZ     
                                                                             THE BUZZ supercedes a previous book:                                                                                 Incredible customer service (see foot of page)

CONTENTS:

PART 1  THE TOP TEN

  1  Make customers feel special

  2  Get the first five seconds right

  3  Say something (create small talk)

  4  Personalise interactions

  5  Show you care

  6  Make positive choices

  7  Be curious

  8  Create great memories for customers

  9  Make a difference - be yourself

10 Observe customers

PART 2  THE FAMOUS FIVE
11 First basic: deliver as agreed

12 Second basic:  practice good manners

13 Third basic: answer calls quickly

14  Fourth basic:  minimise wait times

15  Fifth basic:  follow-up

PART 3  THE BUZZ FOUNDATION

16  Be totally honest and open

17  Be hospitable

18  Be flexible

19  Give customers the benefit of the doubt

20  Be generous with customers

PART 4  THE THEATRE OF BUZZ

21  Create a theatre of delight

22  Warm up your welcome

23  Work your eyes

24  Work your voice

25  Touch your customers

26  Choose your smile

27  Have a laugh with your customers

28  Celebrate with your customers

29  Turn your customers into celebrities

30  Decorate your own personal space

PART 5 THE HEART OF BUZZ

31  Put time into the relationship

32  Empathise

33  Go out of your way to help

34  Take the lead

35  Stimulate team spirit

PART 6 THE BUZZ ACADEMY
36   Learn about your customers

37  Listen to customers

38  Increase your product knowledge

39  Study world-class customer service

40  Challenge yourself every day

PART  7  THE PSYCHOLOGY OF BUZZ

41  Create the drive for buzz

42  Prepare for the buzz every day

43  Keep conscious

44  Take risks with your customers

45  Apply common sense

PART 8  THE FINAL FIVE

46  Praise customers

47  Use names

48  Undertake good deeds

49  Make promises and keep them

50  Suggest as much as a customer can take

The following book is no longer in print

INCREDIBLE CUSTOMER SERVICE

"The final test"
by David Freemantle McGraw-Hill,1993

"This highly stimulating and provocative best-seller by David Freemantle is essential reading for anyone concerned with customer service.

"In it you will learn about 14 key tests of incredible customer service together with how to develop a practical strategy, based on common sense, for achieving superb customer service.

"A large selection of stories customers tell is used to illustrate the points made in each chapter, backed up with a series of fascinating case studies of organizations that have succeeded in meeting the 'final test' of incredible customer service."

Chapter headings include:

1. Keeping the service promise
2. Positive employee attitudes
3. Front-line ownership
4. Attention to detail
5. The undying obsession
6. Commitment at the top
7. Creating a customer service culture
8. Teamwork
9. Constant improvement
10. Caring for employees
11. Case studies include: British Airways; Bank of Scotland; ICL etc.

Reviews:
"This book makes so much sense I couldn't put it down" Raymond Shipley, Managing Director, Albany International "I enjoyed the book very much and liked the fact it was so practical" Samantha Dawe, Editor of 'Customers' Journal'