Ensure Consistency and Long-Lasting Results Through Reinforcement and Modeling
Management plays a crucial role in the development of a world-class service culture. They need to model and reinforce the principles of MAGIC® to ensure consistency and long-lasting results. By inspiring their associates to keep MAGIC® going and treating them as "customers" they will improve morale, instill greater trust and maintain exceptional service quality.

Course Objective
To show managers how to Make A Great Impression on every Customer™ and inspire their associates to make every contact MAGIC®.

Who Should Attend
Managers, supervisors, trainers, and leaders who are responsible for front-line staff that interfaces with the customer, and the success of their service culture.

Benefits of MAGIC for Management

• Improve your own interpersonal communication skills
• Be able to recognize and reward MAGIC behavior
• Make a Great Impression on Customers - internal and external

This will, in turn, create a customer-driven climate that ensures stronger customer loyalty and more repeat business.

What You Will Learn
This course focuses on the skills and attitude needed to sustain a customer-focused climate. Topics include:

Value the MAGIC® in You

• Understand ourselves and value others
• Recognize different communication styles

Choose to Be MAGIC® in Every Contact

• Create the right impression (phone and face-to-face)
• Measure call quality with The 33 Points of MAGIC™

Build MAGIC® Relationships Through Listening

• Identify the four levels of interpersonal communication
• Motivate associates to be consistently MAGIC®

Manage Difficult Situations with MAGIC®

• Management's role in monitoring MAGIC®
• Model MAGIC® when handling difficult situations

Training Method
Each program is tailored to the specific needs of the audience. We share the realistic case studies prepared for the associates' MAGIC® program and the Quality Service Index results.

Using The 33 Points of MAGIC™, we critique sample role plays and highlight how to reinforce MAGIC® in the workplace. Participants also get feedback on their own customer contact skills and their impact on others. They also have the opportunity to practice MAGIC® and hear the difference it can make.

Program Details
We recommend a two-day approach, but a one-day overview can also be provided.

Contact Us to bring MAGIC for Management to your company.