How to Talk to Customers Create a Great Impression Every Time with MAGIC

by Berenbaum, Diane; Larkin, Tom

• ISBN13: 9780787987527
• ISBN10: 0787987522
• Edition: 1st
• Format: Hardcover
• Copyright: 2007-03-30
• Publisher: Jossey-Bass

Summary

Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special. For more on this book, visit www.howtotalktocustomers.com

Author Biography

Diane Berenbaum, a senior vice president and owner of Communico Ltd., has helped foster and build strong, long-lasting client relationships for the company. Diane has authored numerous articles and has delivered training and coaching services to both senior leadership teams and front-line associates for over twenty-five years.

 

Tom Larkin, a senior vice president and owner of Communico Ltd., is an authority on customer service initiatives and customer relations training and development. His work in the training and education field spans more than thirty years. He continues to work with senior leadership teams in a variety of industries.

 

Table of Contents

Preface	p. ix
The Essence of Magic	p. 1
Introduction	p. 3
What Does Magic Really Mean?	p. 9
What Are the Benefits of Magic?	p. 15
Magic-It's Your Choice	p. 21
Releasing Your Magic Mind-Set	p. 23
Create a Climate for Magic Relationships	p. 29
Build Magic Relationships	p. 35
First Steps	p. 37
Connect with Empathy	p. 47
Build Customer Confidence	p. 53
Magic Words and Phrases	p. 63
Tragic Words and Phrases	p. 69
Express Magic Accountability	p. 79
Voicemail	p. 81
Listening	p. 87
Get to the Heart: What's the Catchpoint?	p. 95
Moving On	p. 103
Close with the Relationship in Mind	p. 109
Assess Your Calls with Magic	p. 113
Handling Complaints and Difficult Situations	p. 123
The World of Magic	p. 135
A Culture of Exceptional Service	p. 137
The Magic Coach	p. 145
Magic Face-to-Face	p. 159
The Magic of Relationship Selling	p. 167
Magic in Collections and Default Negotiations	p. 177
Magic in Real Life	p. 189
Personal Stories and Lessons for Life	p. 191
Some Final Thoughts	p. 203
Acknowledgments	p. 205
About the Authors	p. 207
About Communico Ltd.	p. 209
Table of Contents provided by Ingram. All Rights Reserved.