How to Talk to Customers (ePub)
Create a Great Impression Every Time with MAGIC
(Sprache: Englisch)
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...
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Produktinformationen zu „How to Talk to Customers (ePub)“
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
Inhaltsverzeichnis zu „How to Talk to Customers (ePub)“
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.
Autoren-Porträt von Diane Berenbaum, Tom Larkin
The AuthorsDiane 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 trainingand education field spans more than thirty years. He continues to work with senior leadership teams in a variety of industries.
Bibliographische Angaben
- Autoren: Diane Berenbaum , Tom Larkin
- 2011, 1. Auflage, 224 Seiten, Englisch
- Verlag: John Wiley & Sons
- ISBN-10: 1118047354
- ISBN-13: 9781118047354
- Erscheinungsdatum: 13.01.2011
Abhängig von Bildschirmgröße und eingestellter Schriftgröße kann die Seitenzahl auf Ihrem Lesegerät variieren.
eBook Informationen
- Dateiformat: ePub
- Größe: 1.09 MB
- Mit Kopierschutz
Sprache:
Englisch
Kopierschutz
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