How to Talk to Customers

ISBN-13: 9780787987527 / Angielski / Twarda / 2007 / 224 str.

Diane Berenbaum; Tom Larkin

Opis

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

Spis treści

Preface.

PART ONE The Essence of MAGIC.

INTRODUCTION.

1 What Does MAGIC Really Mean?

2 What Are the Benefits of MAGIC?

PART TWO MAGIC It s Your Choice.

3 Releasing Your MAGIC Mind–Set.

4 Create a Climate for MAGIC Relationships.

PART THREE Build MAGIC Relationships.

5 First Steps.

6 Connect with Empathy.

7 Build Customer Confidence.

8 MAGIC Words and Phrases.

9 Tragic Words and Phrases.

PART FOUR Express MAGIC Accountability.

10 Voicemail.

11 Listening.

12 Get to the Heart: What s the Catchpoint?

13 Moving On.

14 Close with the Relationship in Mind.

15 Assess Your Calls with MAGIC.

16 Handling Complaints and Difficult Situations.

PART F I V E The World of MAGIC.

17 A Culture of Exceptional Service.

18 The MAGIC Coach.

19 MAGIC Face–to–Face.

20 The MAGIC of Relationship Selling.

21 MAGIC in Collections and Default Negotiations.

PART S I X MAGIC in Real Life.

22 Personal Stories and Lessons for Life.

23 Some Final Thoughts.

Acknowledgments.

About the Authors.

About Communico Ltd.

O autorze

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.

Blurb

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