How to Talk to Customers: The MAGIC System for Creating a Great Impression Every Time by Diane Berenbaum, Tom Larkin

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    Details from Seller

    • ISBN: 0787987522
    • Publisher: Wiley, John & Sons, Incorporated
    • Pub. Date: March 2007
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    Comments from the Seller: Absolutely Brand New & In Stock. 100% 30-Day Money Back. Direct from our warehouse. 5+ million customers served-In business since 1997. Happy Customers is Our #1 Goal. Toll Free Support. 4 to 14 business day Delivery Time by US Post Office.

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    Synopsis

    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

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    Biography

    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

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    • Ratings: 2Reviews: 2

    Practical method of getting customers to like youby RolfDobelli

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    11/14/2008: 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.

    Common sense to common practice!by Anonymous

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    02/21/2007: This book provides an easy to follow system that is not only practical but applicable with all types of customer contacts. I especially like the point system for measuring skills effectiveness and how coaching becomes easier as we can identify specific areas to focus on behavior change.