by Diane Berenbaum (Author), Tom Larkin (Author)
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
Front Jacket
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.
Back Jacket
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.
Author Biography
The Authors
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.