34684

1956-

Diane Berenbaum, Tom Larkin

Jossey-Bass

x, 209 p. : ill. ; 25 cm.

Includes bibliographical references

Preface -- The essence of MAGIC -- What does MAGIC really mean? -- What are the benefits of MAGIC? -- MAGIC-Itʹs 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: whatʹs 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

AU Larkin, Tom 1953- , TI

HF

5415.5

.B45

2007

HF 5415.5 .B45 2007

c2007