Create Memorable Experiences

MAGIC 2^nd Edition is a broadened, deepened and redesigned version of the original MAGIC of Customer Relations program that is being used across the globe.  It shows you how to Make A Great Impression on your Customers and yield practical business results.

The program contains an updated quality standard based on best practice service behaviors. When you choose MAGIC 2^nd Edition, you can use this tool to coach your associates to improved service levels. This course consists of four flexible modules that teach the skills and attitudes that create memorable service experiences for every customer and employee.

Course Objective

Develop your associates' ability to deliver exceptional service in every situation, everywhere, every time. Whether that interaction occurs in a contact center, an office, a retail establishment, or in a customer's home, MAGIC addresses your unique telephone and face-to-face contacts.

What You Will Learn

There are specific learning goals and content areas addressed in each of the four modules:

Module One: Developing the MAGIC Mindset of Service

• Explore what exceptional service is from the customer's perspective
• Define the MAGIC standard of communication
• Realize the power of choice in every interaction

Module Two: Establishing MAGIC Relationships with Others

• Identify the two core principles underlying exceptional service
• Create the right impression through words, tone and visual choices
• Make a connection through listening and empathy

Module Three: Expressing MAGIC Accountability

• Discover “the real issue” through listening and questioning skills
• Express commitments and agreements by using clear and specific language

Module Four: Handling Difficult Situations with MAGIC

• Use The Five MAGIC Steps to handle complaints and challenging situations
• Keep cool under pressure by managing your perception and your response

Benefits of M2E:

Increase associates' confidence in their ability to handle difficult situations

Deliver consistently exceptional service experiences

Create a contagious, customer-focused culture that ensures stronger loyalty and repeat business.

Reduce time spent on unproductive detours in customer conversations

Program Details

• This facilitator-led course consists of four flexible half-day modules that can be delivered consecutively in two-days or adjusted for shorter sessions.
• We customize each program to include realistic scenarios for recorded, in-class practice and feedback. 
• Using the new 33 Points of MAGIC, we coach participants on their skill practices and provide behaviorally specific feedback for job-related customer contacts. 
• This highly interactive program includes a range of activities, exercises and case studies that engage participants to learn, share and develop their skills.

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