Description
Book SynopsisUsing case studies and anecdotes from their work with over 200 companies, Diane Berenbaum and Tom Larkin demystify the most critical aspect of customer service: conversations employees have every day with customers. With their detailed "33 Points of MAGIC" they show how any customer dialogue can be evaluated and measured for actual results.
Table of ContentsPreface ix
Part One The Essence of MAGIC 1
Introduction 3
1 What Does MAGIC Really Mean? 9
2 What Are the Benefits of MAGIC? 15
Part Two MAGIC—It’s Your Choice 21
3 Releasing Your MAGIC Mind-Set 23
4 Create a Climate for MAGIC Relationships 29
Part Three Build MAGIC Relationships 35
5 First Steps 37
6 Connect with Empathy 47
7 Build Customer Confidence 53
8 MAGIC Words and Phrases 63
9 Tragic Words and Phrases 69
Part Four Express MAGIC Accountability 79
10 Voicemail 81
11 Listening 87
12 Get to the Heart: What’s the Catchpoint? 95
13 Moving On 103
14 Close with the Relationship in Mind 109
15 Assess Your Calls with MAGIC 113
16 Handling Complaints and Difficult Situations 123
Part Five The World of MAGIC 135
17 A Culture of Exceptional Service 137
18 The MAGIC Coach 145
19 MAGIC Face-to-Face 159
20 The MAGIC of Relationship Selling 167
21 MAGIC in Collections and Default Negotiations 177
Part Six MAGIC in Real Life 189
22 Personal Stories and Lessons for Life 191
23 Some Final Thoughts 203
Acknowledgments 205
About the Authors 207
About Communico Ltd. 209
