Diane Berenbaum, Tom Larkin

How to Talk to Customers (eBook, ePUB)

Create a Great Impression Every Time with MAGIC

• Format: ePub

Produktbeschreibung

Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special.

For more on this book, visit www.howtotalktocustomers.com

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Produktdetails

• Verlag: John Wiley & Sons
• Erscheinungstermin: 13. Januar 2011
• Englisch
• ISBN-13: 9781118047354
• Artikelnr.: 37342887

Autorenporträt

The Authors

Diane Berenbaum, a senior vice president and owner of Communico Ltd., has helped foster and build strong, long-lasting client relationships for the company. Diane has authored numerous articles and has delivered training and coaching services to both senior leadership teams and front-line associates for over twenty-five years.

Tom Larkin, a senior vice president and owner of Communico Ltd., is an authority on customer service initiatives and customer relations training and development. His work in the training and education field spans more than thirty years. He continues to work with senior leadership teams in a variety of industries.

Inhaltsangabe

Preface 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