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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.
Posted November 14, 2008
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.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.
Posted February 21, 2007
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.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.