By Diane Berenbaum and Tom Larkin, Senior Vice Presidents of Communico Ltd.
Every once in a while, we as consumers have a truly wonderful experience as a customer of a company. These interactions leave us feeling so positive about our purchase, our relationships with the company, and ourselves that we say, “The experience was magic!” From LL Bean to American Century Investments to Nordstrom there are a select few organizations—some that you have heard of and some that you haven't—that serve their customers at world-class levels day in and day out.
How to Talk to Customers is the first book on customer service to outline step-by-step how specific world-class companies Make A Great Impression on the Customer every time with every customer. Just as important, the book shows how these wonderfully positive instances of customer contact create the key to long-term success: customer and employee loyalty.
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|“How to Talk to Customers presents a system for interacting with customers based on empathy, dignity, and doing the right thing. Use these ideas to turn your customers into raving fans.”|
Coauthor of The One Minute Manager® and Customer Mania
Read more book praise here.
Based upon the authors' years of working with executives to frontline employees in organizations throughout the world, How to Talk to Customers provides a proven methodology geared towards creating objective, measurable, and sustainable improvements in customer service.
Through illustrations, case-studies, anecdotes, as well as humorous and touching MAGIC (and Tragic) Moments, Diane Berenbaum and Tom Larkin bring to life MAGIC—a systemic approach that has helped organizations consistently exceed customer expectations and create exceptional service cultures for more than 25 years.
This book demystifies the most critical aspect of customer service: conversations employees have every day with customers. Using the detailed “33 Points of MAGIC,” Diane and Tom show how any dialogue can be evaluated, measured, and improved. This step-by-step guide will teach you:
- What it really means to provide truly exceptional customer service and what those exceptional organizations look like.
- The MAGIC mindset – the thinking and outlook that creates the foundation for MAGIC customer interactions.
- How to build strong relationships with people over time by applying the secrets of service.
- How to handle every task and measure every interaction – from simple requests to the most challenging types of calls.
- How to apply MAGIC everywhere – in your profession and in your personal life.
How to Talk to Customers also contains a wealth of relationship-building ideas and dozens of tips, checklists, and exercises that will help you apply the principles to your own daily interactions.
So, why wait? Bring the spirit of MAGIC to each and every one of your customer interactions.
Buy Your Copy of How to Talk to Customers Today!
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For bulk purchases please contact Evelyn Jones at (800) 777-8241.
Format: Hardcover, 224 pages
Publisher: Jossey Bass (March 30, 2007)
List price: $22.95