{"product_id":"how-to-talk-to-customers-isbn-9780787987527","title":"How to Talk to Customers","description":"Filled with case studies and anecdotes, \u003ci\u003eHow to Talk to Customers\u003c\/i\u003e 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 \u003cb\u003eMAGIC\u003c\/b\u003e customer service training program. \u003cb\u003eMAGIC,\u003c\/b\u003e which stands for \u003cb\u003eM\u003c\/b\u003eake \u003cb\u003eA\u003c\/b\u003e \u003cb\u003eG\u003c\/b\u003ereat \u003cb\u003eI\u003c\/b\u003empression on the \u003cb\u003eC\u003c\/b\u003eustomer, can help anyone become the type of communicator that makes their customers feel special.  \u003cp\u003eFor more on this book, visit www.howtotalktocustomers.com\u003c\/p\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 \u003cp\u003eThe Authors\u003c\/p\u003e \u003cp\u003e\u003cb\u003eDiane Berenbaum,\u003c\/b\u003e 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. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eTom Larkin,\u003c\/b\u003e 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.  \u003c\/p\u003e\u003cp\u003eFilled with case studies and anecdotes, \u003ci\u003eHow to Talk to Customers\u003c\/i\u003e 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 \u003cb\u003eMAGIC\u003c\/b\u003e customer service training program. \u003cb\u003eMAGIC\u003c\/b\u003e, which stands for \u003cb\u003eM\u003c\/b\u003eake \u003cb\u003eA G\u003c\/b\u003ereat \u003cb\u003eI\u003c\/b\u003empression on the \u003cb\u003eC\u003c\/b\u003eustomer, can help anyone become the type of communicator that makes their customers feel special.\u003c\/p\u003e  \u003cp\u003eMore 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.  \u003c\/p\u003e\u003cp\u003eUsing 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. \u003c\/p\u003e\u003cp\u003e\u003ci\u003eHow to Talk to Customers\u003c\/i\u003e 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.  “\u003ci\u003eHow to Talk to Customers\u003c\/i\u003e 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 \u003ci\u003eThe One Minute Manager\u003c\/i\u003e and \u003ci\u003eCustomer Mania\u003c\/i\u003e \u003c\/p\u003e\u003cp\u003e“Warning:  This book will radically change corporate cultures and provide businesses with a competitive advantage in customer service. MAGIC \u003ci\u003esmashes\u003c\/i\u003e 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\u003c\/p\u003e \u003cp\u003e“You have to take care of your co-workers and customers.  This book takes common sense approaches and guides you on how to build successful business relationships.”--Paul Orfalea, Kinko’s founder and coauthor of \u003ci\u003eCopy This!\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e“How to Talk to Customers\u003c\/i\u003e 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.\u003c\/p\u003e \u003cp\u003e“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\u003c\/p\u003e \u003cp\u003e\"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\u003c\/p\u003e \u003cp\u003e  “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 \u0026amp; Moguls\u003c\/p\u003e \u003cp\u003e“I hope you believe in MAGIC, because this system can really help you build the generous, intimate, personal relationships with customers that will power the growth of your business!”--Keith Ferrazzi, author, \u003ci\u003eNever Eat Alone\u003c\/i\u003e and CEO of professional development and consulting firm Ferrazzi Greenlight\u003c\/p\u003e \u003cp\u003e\u003cb\u003e“If you deal with people, this book is a must-have!  The relationships with your 'customers' (clients, co-workers, family and friends) will flourish as you put MAGIC to work.”--\u003c\/b\u003eJason Checketts, manager of learning and development, Wells Fargo\u003c\/p\u003e \u003cp\u003e“There's no greater way to help your team build a culture of customer service than by using the MAGIC system.  You'll see results immediately...and those results will truly amaze you (and your customers!).”--Brian Cole Miller, author, \u003ci\u003eQuick Team-building Activities for Busy Managers\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e“MAGIC is one of those simple-but-far-from-easy ideas that can revolutionize a company because it transforms how people think and act.  At FreshDirect, we believe in MAGIC and strive to practice it daily.”--Dean Furbush, CEO, FreshDirect\u003c\/p\u003e \u003cp\u003e“Any call center senior executive, manager, supervisor - or anyone who talks to your customers - should read this book then commit to applying its simple principles.   Tom and Diane bring to light the fact that all consumers are seeking a unique experience from companies today, and this is it.”--C. Paul Turner, managing director, Training and Performance Improvement, Citifinancial Mortgage, Inc. and Citicorp Trust Bank, fsb\u003c\/p\u003e \u003cp\u003e“Any organization interested in creating passionate and loyal customers should read this book.  The MAGIC system shows you how to impress even the most discerning customers.”--Rudy Escalante, CEO, ICSA Software North America, Inc.\u003c\/p\u003e \u003cp\u003e“I Love \u003ci\u003eHow to Talk to Customers\u003c\/i\u003e!  I want this to be required reading for our employees going forward.”--Monica Kelly, quality analyst, account services, Colonial Supplemental Insurance\u003c\/p\u003e \u003cp\u003e“One of the most useful manuals for companies and individuals who are serious about exceeding customers' expectations. Follow the 5 MAGIC\u003c\/p\u003e \u003cp\u003eSteps, understand why words are perceived as tragic and how they can\u003c\/p\u003e \u003cp\u003ebecome MAGIC, and MAGIC will become part of your company -- and personal culture.”--Jansje Stramwasser, Sr. Training Manager, Convergys Employee Care\u003c\/p\u003e \u003cp\u003e“The journey required to develop a long-term relationship begins with that first, critical face-to-face conversation. Berenbaum and Larkin have created a masterful roadmap for how to build immediate rapport and lay the foundations for enduring trust.”--Andrew Sobel, author, \u003ci\u003eClients for Life\u003c\/i\u003e and \u003ci\u003eMaking Rain\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e“\u003ci\u003eWhat distinguishes you from your competition is often the customer's perception of his or her service experience. Read this book to discover practical ideas that you can use to delight your customer, every time.” \u003c\/i\u003e--Deb Ketcham, Manager of Process Improvement, ACCO Brands Corporation\u003c\/p\u003e \u003cp\u003e“Trust-based supplier\/customer relationships are the wave of the business future.  \u003ci\u003eHow to Talk to Customers\u003c\/i\u003e is the handbook of how to create and navigate those critical relationships.”--Charles H. Green, founder and president, Trusted Advisor Associates\u003c\/p\u003e","brand":"Jossey-Bass","offers":[{"title":"Default Title","offer_id":47989385134309,"sku":"NP9780787987527","price":26.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780787987527.jpg?v=1761783905","url":"https:\/\/k12savings.com\/es\/products\/how-to-talk-to-customers-isbn-9780787987527","provider":"K12savings","version":"1.0","type":"link"}