How to Talk to Customers: Create a Great Impression Every Time with MAGIC [NOOK Book]

Overview

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.

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

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Overview

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

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Product Details

  • ISBN-13: 9781118047354
  • Publisher: Wiley
  • Publication date: 1/7/2011
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 224
  • Sales rank: 500,035
  • File size: 2 MB

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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