How to talk to customers: create a great impression every time with MAGIC/ Diane Berenbaum, Tom Larkin.
Material type: TextPublication details: San Francisco: Jossey-Bass, c2007.Description: x, 209 p.: ill.; 25 cmISBN:- 9780787987527
Item type | Current library | Call number | Status | Date due | Barcode | |
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Open Shelf | NIH Library NIH Library | HF5415.5 .B445 2007 (Browse shelf(Opens below)) | Available | BK00071231 |
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HF5415.2 boy 1981 Marketing research : Text and cases | HF5415.3 mcd 1995 Marketing plans : How to prepare them, how to use them | HF5415.5 .A528 2002 Customer relationship management/ | HF5415.5 .B445 2007 How to talk to customers: create a great impression every time with MAGIC/ | HF5415.5 .L475 2006 Customer service from the inside out made easy/ | HF5415.5 .L769 2001 Exceptional customer service: going beyond your good service to exceed the customer's expectation/ | HF5415.5 .R439 2006 The ultimate question: driving good profits and true growth/ |
Includes bibliographical references.
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.
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