How to Talk to Customers: The MAGIC System for Creating a Great Impression Every Time

How to Talk to Customers: The MAGIC System for Creating a Great Impression Every Time

by Diane Berenbaum, Tom Larkin
     
 

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"Every once in a while, we as consumers have a truly wonderful experience as a customer of a company. These interactions leave us feeling so positive about our purchase, our relationships with the company, and ourselves that we say, 'The experience was magic!'" —from the Introduction

Filled with case studies and anecdotes, How to Talk to Customers

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Overview

"Every once in a while, we as consumers have a truly wonderful experience as a customer of a company. These interactions leave us feeling so positive about our purchase, our relationships with the company, and ourselves that we say, 'The experience was magic!'" —from the Introduction

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.

More than a simple set of skills that can be learned and practiced, MAGIC begins with a mind-set that reflects implicit respect for everyone and a commitment to demonstrate that respect. The book is filled with humorous and touching MAGIC (and Tragic) Moments that are real-life illustrations from customers, colleagues, and friends.

Using the detailed "33 Points of MAGIC," the authors show how any customer dialogue can be evaluated, measured, and improved. The book also contains a wealth of relationship-building ideas and dozens of tips, checklists, and exercises that will help you apply the principles to your own daily interactions.

How to Talk to Customers is a practical guide to customer contact for any business that wants to serve its customers at world-class levels day in and day out. And it will help any individual who wants to strengthen personal and professional relationships.

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Product Details

ISBN-13:
9780787987527
Publisher:
Wiley
Publication date:
03/30/2007
Pages:
224
Sales rank:
547,333
Product dimensions:
7.30(w) x 9.67(h) x 0.92(d)

What People are saying about this

From the Publisher
How to Talk to Customers presents a system forinteracting with customers based on empathy, dignity, and doing theright thing. Use these ideas to turn your customersinto raving fans.”—Ken Blanchard, coauthor ofThe One Minute Manager® and CustomerMania

“Warning:  This book will radically change corporatecultures and provide businesses with a competitive advantage incustomer service. MAGIC smashes superficial, ineffectiveapproaches to solve complex customer service issues through asimple and fun approach. This framework can resolve even thethorniest predicament.—Barry L. Ogle, vice president, LeadershipEnrichment Institute, Wyndham Vacation Ownership

“You have to take care of your co-workers andcustomers.  This book takes common sense approaches and guidesyou on how to build successful business relationships.”—PaulOrfalea, Kinko’s founder and coauthor of CopyThis!

“How to Talk to Customers illustrates the keys tomaking MAGIC every day with every contact. If service is adifferentiator for your organization, this book should be oneveryone’s desk, from the day they start!”—WilliamM.  Lyons, president and CEO, American Century Companies,Inc.

“The book that leaders at all levels have been waitingfor. It provides a clear and practical tool for assessing customerinteraction skills and will help any organization wow theircustomers with extraordinary service.”—Asheesh Advani, CEO,CircleLending

"Talking to customers seems so easy; however, to make a greatimpression on them, you need the MAGIC System."—Norma Diaz, CEO,Community Health Group

  “Whether you are moving up the ladder or alreadyrunning your organization, the advice in this book is trulyMAGIC and will help you leave a lasting legacy with everyone youmeet. Be remembered for the right reasons and make a positiveimpact with every encounter starting now; it will change yourlife!”—Paige Arnof-Fenn, founder and CEO, Mavens &Moguls

“I hope you believe in MAGIC, because this system canreally help you build the generous, intimate, personalrelationships with customers that will power the growth of yourbusiness!”—Keith Ferrazzi, author, Never Eat Aloneand CEO of professional development and consulting firm FerrazziGreenlight

“If you deal with people, this book is amust-have!  The relationships with your 'customers' (clients,co-workers, family and friends) will flourish as you put MAGIC towork.”—Jason Checketts, manager of learning anddevelopment, Wells Fargo

“There's no greater way to help your team build aculture of customer service than by using the MAGIC system. You'll see results immediately...and those results will truly amazeyou (and your customers!).”—Brian Cole Miller, author,Quick Team-building Activities for Busy Managers

“MAGIC is one of those simple-but-far-from-easy ideas thatcan revolutionize a company because it transforms how people thinkand act.  At FreshDirect, we believe in MAGIC and strive topractice it daily.”—Dean Furbush, CEO, FreshDirect

“Any call center senior executive,manager, supervisor - or anyone who talks to your customers -should read this book then commit to applying its simpleprinciples.   Tom and Diane bring to light the factthat all consumers are seeking a unique experience from companiestoday, and this is it.”—C. Paul Turner, managing director,Training and Performance Improvement, Citifinancial Mortgage, Inc.and Citicorp Trust Bank, fsb

“Any organization interested in creating passionate andloyal customers should read this book.  The MAGIC system showsyou how to impress even the most discerning customers.”—RudyEscalante, CEO, ICSA Software North America, Inc.

“I Love How to Talk to Customers!  Iwant this to be required reading for our employees goingforward.”—Monica Kelly, quality analyst, account services,Colonial Supplemental Insurance

“One of the most useful manuals for companies andindividuals who are serious about exceeding customers'expectations. Follow the 5 MAGIC

Steps, understand why words are perceived as tragic and how theycan

become MAGIC, and MAGIC will become part of your company — andpersonal culture.”—Jansje Stramwasser, Sr. Training Manager,Convergys Employee Care

“The journey required to develop a long-term relationshipbegins with that first, critical face-to-face conversation.Berenbaum and Larkin have created a masterful roadmap for how tobuild immediate rapport and lay the foundations for enduringtrust.”—Andrew Sobel, author, Clients for Life andMaking Rain

What distinguishes you from your competition is oftenthe customer's perception of his or her service experience. Readthis book to discover practical ideas that you can useto delight your customer, every time.” —DebKetcham, Manager of Process Improvement, ACCO BrandsCorporation

“Trust-based supplier/customer relationships are the waveof the business future.  How to Talk to Customers isthe handbook of how to create and navigate those criticalrelationships.”—Charles H. Green, founder and president,Trusted Advisor Associates

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