{"product_id":"how-to-talk-to-customers-9780787987527","title":"How to Talk to Customers","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eUsing 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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003ePreface ix\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart One \u003c\/b\u003e\u003cb\u003eThe Essence of MAGIC 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 3\u003c\/p\u003e \u003cp\u003e1 What Does MAGIC Really Mean? 9\u003c\/p\u003e \u003cp\u003e2 What Are the Benefits of MAGIC? 15\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Two \u003c\/b\u003e\u003cb\u003eMAGIC—It’s Your Choice 21\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e3 Releasing Your MAGIC Mind-Set 23\u003c\/p\u003e \u003cp\u003e4 Create a Climate for MAGIC Relationships 29\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Three \u003c\/b\u003e\u003cb\u003eBuild MAGIC Relationships 35\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e5 First Steps 37\u003c\/p\u003e \u003cp\u003e6 Connect with Empathy 47\u003c\/p\u003e \u003cp\u003e7 Build Customer Confidence 53\u003c\/p\u003e \u003cp\u003e8 MAGIC Words and Phrases 63\u003c\/p\u003e \u003cp\u003e9 Tragic Words and Phrases 69\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Four \u003c\/b\u003e\u003cb\u003eExpress MAGIC Accountability 79\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e10 Voicemail 81\u003c\/p\u003e \u003cp\u003e11 Listening 87\u003c\/p\u003e \u003cp\u003e12 Get to the Heart: What’s the Catchpoint? 95\u003c\/p\u003e \u003cp\u003e13 Moving On 103\u003c\/p\u003e \u003cp\u003e14 Close with the Relationship in Mind 109\u003c\/p\u003e \u003cp\u003e15 Assess Your Calls with MAGIC 113\u003c\/p\u003e \u003cp\u003e16 Handling Complaints and Difficult Situations 123\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Five \u003c\/b\u003e\u003cb\u003eThe World of MAGIC 135\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e17 A Culture of Exceptional Service 137\u003c\/p\u003e \u003cp\u003e18 The MAGIC Coach 145\u003c\/p\u003e \u003cp\u003e19 MAGIC Face-to-Face 159\u003c\/p\u003e \u003cp\u003e20 The MAGIC of Relationship Selling 167\u003c\/p\u003e \u003cp\u003e21 MAGIC in Collections and Default Negotiations 177\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Six \u003c\/b\u003e\u003cb\u003eMAGIC in Real Life 189\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e22 Personal Stories and Lessons for Life 191\u003c\/p\u003e \u003cp\u003e23 Some Final Thoughts 203\u003c\/p\u003e \u003cp\u003eAcknowledgments 205\u003c\/p\u003e \u003cp\u003eAbout the Authors 207\u003c\/p\u003e \u003cp\u003eAbout Communico Ltd. 209\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49405053305175,"sku":"9780787987527","price":16.19,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780787987527.jpg?v=1730488514","url":"https:\/\/bookcurl.com\/products\/how-to-talk-to-customers-9780787987527","provider":"Book Curl","version":"1.0","type":"link"}