DescriptionFilled 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.
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This item: How to Talk to Customers: Create a Great Impression Every Time with MAGIC
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PART ONE The Essence of MAGIC.
1 What Does MAGIC Really Mean?
2 What Are the Benefits of MAGIC?
PART TWO MAGIC—It’s Your Choice.
3 Releasing Your MAGIC Mind-Set.
4 Create a Climate for MAGIC Relationships.
PART THREE Build MAGIC Relationships.
5 First Steps.
6 Connect with Empathy.
7 Build Customer Confidence.
8 MAGIC Words and Phrases.
9 Tragic Words and Phrases.
PART FOUR Express MAGIC Accountability.
12 Get to the Heart: What’s the Catchpoint?
13 Moving On.
14 Close with the Relationship in Mind.
15 Assess Your Calls with MAGIC.
16 Handling Complaints and Difficult Situations.
PART F I V E The World of MAGIC.
17 A Culture of Exceptional Service.
18 The MAGIC Coach.
19 MAGIC Face-to-Face.
20 The MAGIC of Relationship Selling.
21 MAGIC in Collections and Default Negotiations.
PART S I X MAGIC in Real Life.
22 Personal Stories and Lessons for Life.
23 Some Final Thoughts.
About the Authors.
About Communico Ltd.