How to Talk to Customers

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

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