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

Overview

Praise for How to Talk to Customers

"How to Talk to Customers presents a system for interacting with customers based on empathy, dignity, and doing the right thing. Use these ideas to turn your customers into raving fans."—Ken Blanchard, coauthor of The One Minute Manager® and Customer Mania

"Warning: This book will radically change corporate cultures and provide businesses with a competitive advantage in customer service. MAGIC smashes superficial, ineffective approaches to solve complex customer service issues ...

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Overview

Praise for How to Talk to Customers

"How to Talk to Customers presents a system for interacting with customers based on empathy, dignity, and doing the right thing. Use these ideas to turn your customers into raving fans."—Ken Blanchard, coauthor of The One Minute Manager® and Customer Mania

"Warning: This book will radically change corporate cultures and provide businesses with a competitive advantage in customer service. MAGIC smashes superficial, ineffective approaches to solve complex customer service issues through a simple and fun approach. This framework can resolve even the thorniest predicament."—Barry L. Ogle, vice president, Leadership Enrichment Institute, Wyndham Vacation Ownership

"You have to take care of your co-workers and customers. This book takes commonsense approaches and guides you on how to build successful business relationships."—Paul Orfalea, Kinko's founder and coauthor of Copy This!

"How to Talk to Customers illustrates the keys to making MAGIC every day with every contact. If service is a differentiator for your organization, this book should be on everyone's desk, from the day they start!"—William M. Lyons, president and CEO, American Century Companies, Inc.

"The book that leaders at all levels have been waiting for. It provides a clear and practical tool for assessing customer interaction skills and will help any organization wow their customers with extraordinary service."—Asheesh Advani, CEO, CircleLending

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

"Whether you are moving up the ladder or already running your organization, the advice in this book is truly MAGIC and will help you leave a lasting legacy with everyone you meet. Be remembered for the right reasons and make a positive impact with every encounter starting now; it will change your life!"—Paige Arnof-Fenn, founder and CEO, Mavens & Moguls

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Product Details

  • ISBN-13: 9780787987527
  • Publisher: Wiley
  • Publication date: 3/30/2007
  • Edition number: 1
  • Pages: 224
  • Sales rank: 247,398
  • Product dimensions: 7.30 (w) x 9.67 (h) x 0.92 (d)

Meet the Author

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.

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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.

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Sort by: Showing all of 2 Customer Reviews
  • Posted November 14, 2008

    more from this reviewer

    Practical method of getting customers to like you

    This book offers a practical method for building customer relationships. Authors Diane Berenbaum and Tom Larkin have organized each chapter to provide chief principles, practical positive and negative examples, useful exercises to build your skills, and a few summary maxims that recap and underscore main points. The MAGIC customer relations method is not complicated in design, but it takes real effort to master. You can begin implementing aspects of it immediately, and work toward eventual mastery of its principles and skills. This book has the benefit of being action-oriented rather than theoretical. getAbstract recommends it if you are willing to work on the program the authors offer. You will have to do more than just read the book, but that¿s a good start.

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  • Anonymous

    Posted February 21, 2007

    Common sense to common practice!

    This book provides an easy to follow system that is not only practical but applicable with all types of customer contacts. I especially like the point system for measuring skills effectiveness and how coaching becomes easier as we can identify specific areas to focus on behavior change.

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