How to Talk to Customers Create a Great Impression Every Time with MAGIC
by Berenbaum, Diane; Larkin, TomEdition: 1st
Format: Hardcover
Pub. Date: 2007-03-30
Publisher(s): Jossey-Bass
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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. |
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