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.