How to talk to customers : create a great impression every time with MAGIC / Diane Berenbaum, Tom Larkin.
Material type: TextPublication details: San Francisco : Jossey-Bass, c2007.Description: x, 209 p. : ill. ; 25 cmISBN:- 9780787987527 (cloth)
- 0787987522 (cloth)
- 658.8/12 22
- HF5415.5 .B45 2007
Item type | Current library | Call number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|
Books | Main library Nursing Buliding | HF5415.5 .B45 2007 (Browse shelf(Opens below)) | Not For Loan | N3138 |
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.
There are no comments on this title.