Product Description

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

Product Details

• Amazon Sales Rank: #699812 in Books
• Published on: 2007-04-17
• Original language: English
• Number of items: 1
• Binding: Hardcover
• 224 pages

From the Inside Flap
"Every once in a while, we as consumers have a truly wonderful experience as a customer of a company. These interactions leave us feeling so positive about our purchase, our relationships with the company, and ourselves that we say, ′The experience was magic!′" —from the Introduction

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.

More than a simple set of skills that can be learned and practiced, MAGIC begins with a mind–set that reflects implicit respect for everyone and a commitment to demonstrate that respect. The book is filled with humorous and touching MAGIC (and Tragic) Moments that are real–life illustrations from customers, colleagues, and friends.

Using the detailed "33 Points of MAGIC," the authors show how any customer dialogue can be evaluated, measured, and improved. The book also contains a wealth of relationship–building ideas and dozens of tips, checklists, and exercises that will help you apply the principles to your own daily interactions.

How to Talk to Customers is a practical guide to customer contact for any business that wants to serve its customers at world–class levels day in and day out. And it will help any individual who wants to strengthen personal and professional relationships.

From the Back Cover
Praise for How to Talk to Customers

"How to Talk to Customers presents a system for interacting with customers based on empathy, dignity, and doing the right thing. Use these ideas to turn your customers into raving fans."––Ken Blanchard, coauthor of The One Minute Manager® and Customer Mania

"Warning: This book will radically change corporate cultures and provide businesses with a competitive advantage in customer service. MAGIC smashes superficial, ineffective approaches to solve complex customer service issues through a simple and fun approach. This framework can resolve even the thorniest predicament."––Barry L. Ogle, vice president, Leadership Enrichment Institute, Wyndham Vacation Ownership

"You have to take care of your co–workers and customers. This book takes commonsense approaches and guides you on how to build successful business relationships."––Paul Orfalea, Kinko′s founder and coauthor of Copy This!

"How to Talk to Customers illustrates the keys to making MAGIC every day with every contact. If service is a differentiator for your organization, this book should be on everyone′s desk, from the day they start!"––William M. Lyons, president and CEO, American Century Companies, Inc.

"The book that leaders at all levels have been waiting for. It provides a clear and practical tool for assessing customer interaction skills and will help any organization wow their customers with extraordinary service."––Asheesh Advani, CEO, CircleLending

"Talking to customers seems so easy; however, to make a great impression on them, you need the MAGIC System."––Norma Diaz, CEO, Community Health Group

"Whether you are moving up the ladder or already running your organization, the advice in this book is truly MAGIC and will help you leave a lasting legacy with everyone you meet. Be remembered for the right reasons and make a positive impact with every encounter starting now; it will change your life!"––Paige Arnof–Fenn, founder and CEO, Mavens & Moguls

About the Author
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.

Customer Reviews

Practical method of getting customers to like you
This book offers a practical method for building customer relationships. Authors Diane Berenbaum and Tom Larkin have organized each chapter to provide chief principles, practical positive and negative examples, useful exercises to build your skills, and a few summary maxims that recap and underscore main points. The MAGIC customer relations method is not complicated in design, but it takes real effort to master. You can begin implementing aspects of it immediately, and work toward eventual mastery of its principles and skills. This book has the benefit of being action-oriented rather than theoretical. getAbstract recommends it if you are willing to work on the program the authors offer. You will have to do more than just read the book, but that's a good start.