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

How to Talk to Customers - Create a Great Impression Every Time with MAGIC By D Berenbaum

How to Talk to Customers - Create a Great Impression Every Time with MAGIC by D Berenbaum

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Summary

Using case studies and anecdotes from their work with over 200 companies, Diane Berenbaum and Tom Larkin demystify the most critical aspect of customer service: conversations employees have every day with customers. With their detailed 33 Points of MAGIC they show how any customer dialogue can be evaluated and measured for actual results.

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

How to Talk to Customers - Create a Great Impression Every Time with MAGIC by D Berenbaum

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

About D Berenbaum

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. PART ONE The Essence of MAGIC. INTRODUCTION. 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. 10 Voicemail. 11 Listening. 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. Acknowledgments. About the Authors. About Communico Ltd.

Additional information

GOR007373195
9780787987527
0787987522
How to Talk to Customers - Create a Great Impression Every Time with MAGIC by D Berenbaum
D Berenbaum
Used - Very Good
Hardback
John Wiley & Sons Inc
20070417
224
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

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