000			02356cam a2200361 a 4500
999			_c19 _d19
001			14670810
003			MACHS
005			20210413150429.0
008			061214s2007 caua 000 0 eng
010			_a 2006101788
020			_a9780787987527 (cloth)
020			_a0787987522 (cloth)
035			_a(OCoLC)ocm77048184
035			_a(OCoLC)77048184
040			_aDLC _cDLC _dBAKER _dBTCTA _dC#P _dDLC
050	0	0	_aHF5415.5 _b.B45 2007
082	0	0	_a658.8/12 _222
100	1		_aBerenbaum, Diane, _d1956-
245	1	0	_aHow to talk to customers : _bcreate a great impression every time with MAGIC / _cDiane Berenbaum, Tom Larkin.
260			_aSan Francisco : _bJossey-Bass, _cc2007.
300			_ax, 209 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references.
505	0		_aPreface -- 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.
650		0	_aCustomer relations.
650		0	_aInterpersonal relations.
700	1		_aLarkin, Tom, _d1953-
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/toc/ecip076/2006101788.html
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy0741/2006101788-b.html
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy0741/2006101788-d.html
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBK