Below you will find a wealth of customer service articles written by Communico consultants and facilitators offering advice and tips for leading your company to higher levels of service. To receive more articles like this, sign up for our bi-monthly newsletter, MAGIC Service.

Building and Sustaining a Service Culture

It's All About Trust: Eight Key Ways to Build Trust

Workplace Gossip: Is it Harmful or Helpful? It All Depends….

NICE Teams Finish Last

Building Customer Loyalty in Times of Restraint

Your Workplace is a Human Community: The Link between Peter Drucker and MAGIC®

Can Everyone at Your Organization Define “Good Customer Service?”

Holding Others Accountable is SIMPLE

Fast-Track Teambuilding for New Associates

What Makes a Manager MAGIC? An Interview with a MAGIC Manager and Her Associates

The Essence of Timeless Exceptional Service

Five Pillars of Sustaining Exceptional Service

An Exercise For Improving Your Work Environment

Concierge Level Service—It’s Not Just for Hotels Anymore

Train Your Customer Service Reps to Create MAGIC-al Customer Service Experiences

Change Management

Make Yourself a Millennial-Ready Manager; Millennials Part II

Here Come the Millennials: Is Your Workplace Ready for Them? Part I

Five Barriers to Customer Engagement

Four Lessons in Leading the People Side of Change

Organizational Change and Personal Identity: Lessons from Uncle Ray

Make the Transition, Succeed with Change

Customer Service, Communication and Coaching Skills

Master the Three Levels of Acknowledgement: Deepen Your Commitment to Respect and Accountability

Verbal Bunders and their Impact on Perception

Are Microinequities Damaging your Workplace?

The Points are Not the Point! It May be Time to Rethink Your Feedback

Gobbledygook Be Gone: Now is the Time for Plain Talk

Got Tough IT Complaints? Get Results with a Proven Two-Pronged Approach

Initiating Sensitive Feedback Conversations

Handling Challenging Facilitation Moments with MAGIC: Part Two

Six Strategies for Dealing with Difficult People

It’s All About Me: A Lesson in Customer-Focused Communication

Think You're Likeable? Take The Test To Know For Sure

Got Patience? You'll Get Better Service if You Do

Communicating with Emotional Intelligence: It Works Like MAGIC

Earthy Matters

Six Customer Service Lessons from…a Contractor?

Wow Your Customers with Extreme Service: Four Secrets to Success

Motivation and Empowerment

Mahatma Gandhi and Customer Service Week

New Research on Wellbeing: How to Enjoy Each Day and Get More Out of Life

Lack of Sight Leads to Clear Vision

How Happy Are You These Days? Determine Your Life Satisfaction Score and Get Happier

A Daily Dose of Inspiration: A Story that Will Boost Your Spirits Throughout the Year

Recognize Associates during Customer Service Week

Coping Strategies for Turbulent Times

20 Ways to Reduce Stress and Get Fit as You Work…in Three Minutes a Day

Are You Ready to Make a 100 Day Commitment?

Can You Go 21 Days Without Complaining? Six Strategies to Help You Succeed

It’s Time to Release Your Inner Hero

Show Appreciation During Customer Service Week - and Every Day of Every Week

Motivating People in Call Centers

New Ways to Motivate Your Staff

A Fresh Look at R and R... It's Not What You Think

Three Ways to Fill Your Heart and Soul this Season

Expressing Thanks and Appreciation: It’s Not Just for Thanksgiving Anymore

Inspiring Participants to “Catch the Fire”

Do You Have More Stress than in the Past? Learn to De-Stress in 2006!

Client Case Studies

Beltmann Relocation Group: Delivers Award-winning Service with Commitment and Creativity

Presentation Systems Increases Sales and Client Loyalty with MAGIC

Swiss Re’s HR Team Delivers Award-Winning Service in North & South America

Budd Van Lines Delivers Consistent Quality and Award-winning Service, Even in a Down Market

Morreale Real Estate Services, Inc. Delivers Award-Winning Service the Old-Fashioned Way

Customer Service Training in Tough Times - a Winning Combination for K. Hovnanian Homes

American Modern Insurance: MAGIC Aligns with Corporate Values and Delivers Results

The Impact of MAGIC at Affinion Group

Doing Well by Doing Good: Coldwell Banker's Collaborative Service Culture Delivers Results

Creating Spirit in Your Call Center: Montefiore’s CMO Leads the Way

Colgate-Palmolive and Indianapolis Power and Light: Motivating the Team with Quality Assessment Forms

MAGIC Helps PepsiCo Bottling Create and Sustain Customer Focus

MAGIC Innovations at Colonial Supplemental Insurance

We're MAGIC at Blue Cross and Blue Shield of Kansas City

Improving Service and Sales

Rockville Bank Creates MAGIC® Connections with Note Cards

Love Thy Customer: Four Drivers of Service Excellence

The MAGIC of Relationship Selling

Soft Selling Yields Hard Profits in Contact Centers

Digital Call Monitoring - Take Less Time, Achieve Greater Impact

A MAGIC Best Practice: Uncover the Catchpoint - Satisfy the Caller

Life Lessons from Tragic Moments

Saying "I Don't Know," It's Not as Bad as You Think

The Most Tragic Customer Service Call of the Year

And the Prize for the Most Tragic Phrase Goes To

Are You Turning Raving Fans into Roving Fans?

No Service - No Sale

The Best Laid Plans

Misguided Intentions Detract from Customer Service

Switching Directions Can Transform Service

Tragic Words and Phrases: What NOT to Say to a Customer

Are Your Recovery Efforts Hurting Your Reputation?

MAGIC in Action

All You Need is Love…Make that 'Time,' Will Ya?

Are You an Effective E-Mail Reader? Eight Rules for Reading and Responding to E-Mails

You May Be Listening, but Are You Paying Attention?

The Lost Art of Being Truly Helpful

A MAGIC Moment in the Country

A Random Act of MAGIC® Can Do a World of Good

Learn the Secrets of an Extraordinary Customer Experience from a Rare Flower, the Blue Tulip

What is the True Meaning of Appreciation? A Life Lesson from Thanksgiving and Economics Class

Life Lessons from a Witch, a Teacher and a Little Dog, Too

Hospital Patients Deserve and Expect MAGIC Care

A One and Only Customer Experience and a Dream Come True

A MAGIC Transformation at the DMV

Fly First Class with MAGIC

Small Gesture - Giant Impact

MAGIC Saves the Day (and an influential customer)

Same Food, Different Service: What’s the Secret to Success at McDonald’s?

MAGIC Global Training: Overcoming the Language Barrier Part 1of 2

MAGIC Global Training Part Two: Adapting to Culture

Training Tips and Techniques for Facilitators

Handling Challenging Facilitation Moments with MAGIC - Part One

Five Steps to a MAGIC® Facilitation

Tricks of the Trade: Tips for Facilitators - Translating MAGIC Concepts into MAGIC Actions

Tricks of the Trade: Tips for Facilitators-Explaining Locus of Control and Deliverying MAGIC in Alternate Formats

Tricks of the Trade: Tips for Facilitators - Creating a MAGIC Culture

Tricks of the Trade: Tips for Facilitators - Filling your Facilitation Toolkit

How to Make a MAGIC Connection with Your Participants

Four Ways to Invigorate Learning and Performance with Music

Research on Service/Performance Improvement

Four Key Strategies for Building Emotional Connections with your Customers

Americans Fed Up with Customer Service and Griping About It

Research Proves Bad Customer News Travels Fast; Turn 'Madvocates' into Fans

Global Customers Demand and Expect More: New Research Reveals How to Increase Retention and Loyalty

Want Deeper Customer Loyalty? Focus on your Brand Warmth Factor

New Research on the Impact of Social Media and Online Recommendations

It's Time to Rethink and Redesign Frontline Managers

Incivility is on the Rise

New Research Reveals Link Between Happy Customers and Strong Financial Performance

Thomson Job Impact Study Reinforces Blended Learning Yields up to 163% Increase in On-the-Job Performance

Two Out of Three Americans Would Rather Do Household Chores than Deal with Customer Service Reps

Customer and Employee Experience

Is Work Engaging or is it Just Work? Five Elements of "Flow"

How to Create Employee Engagement with that One Bad Apple

The Guy in the Next Cubicle? He Really IS Your Customer!

Server or Servant? Join the Dialogue

Exceptional Customer Experiences and the Bottom Line

Putting the "Custom" in Your Customer Experience

Are You Delivering on Your Brand Promise?