Book
How to talk to customers : create a great impression every time with MAGIC / Diane Berenbaum, Tom Larkin.
Record details
- ISBN: 9780787987527 (cloth)
- ISBN: 0787987522 (cloth)
- Physical Description: x, 209 p. : ill. ; 25 cm.
- Publisher: San Francisco : Jossey-Bass, c2007.
Content descriptions
| Bibliography, etc. Note: | Includes bibliographical references. |
| Formatted Contents Note: | Preface -- The essence of MAGIC -- 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. |
Search for related items by subject
| Subject: | Customer relations. Interpersonal relations. |
Available copies
- 1 of 1 copy available at Kirtland Community College.
Holds
- 0 current holds with 1 total copy.
Show Only Available Copies
| Location | Call Number / Copy Notes | Barcode | Shelving Location | Status | Due Date |
|---|---|---|---|---|---|
| Kirtland Community College Library | HF 5415.5 .B45 2007 | 30539263 | General Collection | Available | - |