How to talk to customers : create a great impression every time with MAGIC /
Berenbaum, Diane, 1956-
How to talk to customers : create a great impression every time with MAGIC / Diane Berenbaum, Tom Larkin. - San Francisco : Jossey-Bass, c2007. - x, 209 p. : ill. ; 25 cm.
Includes bibliographical references.
Preface -- The essence of MAGIC -- What does MAGIC really mean? -- What are the benefits of MAGIC? -- MAGIC-It's your choice -- Releasing your MAGIC mind-set -- Create a climate for MAGIC relationships -- Build MAGIC relationships -- First steps -- Connect with empathy -- Build customer confidence -- MAGIC words and phrases -- Tragic words and phrases -- Express MAGIC accountability -- Voicemail -- Listening -- Get to the heart: what's the catchpoint? -- Moving on -- Close with the relationship in mind -- Assess your calls with MAGIC -- Handling complaints and difficult situations -- The world of MAGIC -- A culture of exceptional service -- The MAGIC coach -- MAGIC face-to-face -- The MAGIC of relationship selling -- MAGIC in collections and default negotiations -- MAGIC in real life -- Personal stories and lessons for life -- Some final thoughts -- Ackowledgments -- About the authors -- About communico ltd.
9780787987527 (cloth) 0787987522 (cloth)
2006101788
Customer relations.
Interpersonal relations.
HF5415.5 / .B45 2007
658.8/12
How to talk to customers : create a great impression every time with MAGIC / Diane Berenbaum, Tom Larkin. - San Francisco : Jossey-Bass, c2007. - x, 209 p. : ill. ; 25 cm.
Includes bibliographical references.
Preface -- The essence of MAGIC -- What does MAGIC really mean? -- What are the benefits of MAGIC? -- MAGIC-It's your choice -- Releasing your MAGIC mind-set -- Create a climate for MAGIC relationships -- Build MAGIC relationships -- First steps -- Connect with empathy -- Build customer confidence -- MAGIC words and phrases -- Tragic words and phrases -- Express MAGIC accountability -- Voicemail -- Listening -- Get to the heart: what's the catchpoint? -- Moving on -- Close with the relationship in mind -- Assess your calls with MAGIC -- Handling complaints and difficult situations -- The world of MAGIC -- A culture of exceptional service -- The MAGIC coach -- MAGIC face-to-face -- The MAGIC of relationship selling -- MAGIC in collections and default negotiations -- MAGIC in real life -- Personal stories and lessons for life -- Some final thoughts -- Ackowledgments -- About the authors -- About communico ltd.
9780787987527 (cloth) 0787987522 (cloth)
2006101788
Customer relations.
Interpersonal relations.
HF5415.5 / .B45 2007
658.8/12