TY  - BOOK
AU  - Berenbaum,Diane
AU  - Larkin,Tom
TI  - How to talk to customers: create a great impression every time with MAGIC 
SN  - 9780787987527 (cloth)
AV  - HF5415.5 .B45 2007
U1  - 658.8/12 22
PY  - 2007///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Customer relations
KW  - Interpersonal relations
N1  - 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
UR  - http://www.loc.gov/catdir/toc/ecip076/2006101788.html
UR  - http://www.loc.gov/catdir/enhancements/fy0741/2006101788-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy0741/2006101788-d.html
ER  -