How to talk to customers : create a great impression every time with MAGIC / Diane Berenbaum, Tom Larkin

Includes bibliographical references

Introduction -- What does magic really mean? -- What are the benefits of magic? -- Magic-It's your choice -- Releasing your magic mind-set -- Create a climate for magic relationships -- Build magic relationships -- First steps -- Connect with empathy -- Build customer confidence -- Magic words and phrases -- Tragic words and phrases -- Express magic accountability -- Voicemail -- Listening -- Get to the heart: what's the catchpoint? -- Moving on -- Close with the relationship in mind -- Assess your calls with magic -- Handling complaints and difficult situations -- The world of magic -- A culture of exceptional service -- The magic coach -- Magic face-to-face -- The magic of relationship selling -- Magic in collections and default negotiations -- Magic in real life -- Personal stories and lessons for life -- Some final thoughts -- Ackowledgments -- About the authors -- About communico ltd.