Review and Strengthen Your MAGIC™ Skills
Sustaining a customer-focused climate requires commitment and skill. This refresher session revives the MAGIC culture and moves associates a step closer to mastery in every customer contact. The session provides a valuable boost to morale as well as opportunities to enhance and practice MAGIC skills.

Course Objective
As a result of this session, participants will have:

• More self-confidence using the MAGIC approach and the 33 Points
• Increased skill in leading the most challenging customer situations
• A greater awareness of their part in the creation of exceptional customer service

Who Should Attend
Anyone who has attended a previous MAGIC program and is seeking content refreshment and advanced skills. MAGIC coaches, trainers, and supervisors who help representatives deal with difficult situations also benefit greatly from this program.

Benefits of The Mastering MAGIC in Difficult Situations Program
This refresher session builds on the concepts delivered in The MAGIC of Customer Relations™. It provides opportunities for associates to assess their customer contact quality and practice ways to Make A Great Impression on their Customers™ in difficult situations.

• Associates are motivated to take greater responsibility for their performance and make each contact MAGIC.
  
  
• Associates gain mastery in MAGIC and improve the efficiency and effectiveness of their customer contacts, even the most challenging.

What You Will Learn
Through team-based activities, group discussions, skill practices and self-assessment, this highly interactive session covers:

• A lively review of The 33 Points of MAGIC
• The impact of customer perception on organizational success
• How to expertly manage challenging situations
• The benefits of a MAGIC attitude and empathy
• The advantages of personal mastery
• The application of learned skills and knowledge

Program Details
Each session lasts one-half day. Structured for 6 to 12 participants per session.

Contact Us to bring the Mastering MAGIC in Difficult Situations Program to Your Company.