How to Talk to Customers
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Using 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.
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(r) 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
"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(r) 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
