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Newsletter is Making an Impact on Executives in China
Communico Launches New Web Presence
J.P. Morgan Chase Hosts Tricks of the Trade Workshop
Cendant Mobility and Communico Team Up to Support Junior Achievement
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Alger Case
DST Systems
Community Health Group Case
Companion Technologies Distinguishes its High-Tech Support with MAGIC
Celebration at UNUM Life Insurance
Cendant Mortgage Treats Customers Like Family
Colgate-Palmolive Information Center Creates MAGIC
MAGIC and Aerosoles: A Perfect Fit
K. Hovnanian Companies
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Four Stages in a MAGIC Service Culture Initiative
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Stage 4 - Reinforcement
Customer Service Programs and Coaching
The MAGIC of Customer Relations
The 33 Points of MAGIC
MAGIC Certification
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Developing MAGIC Champions
MAGIC for Management
Face To Face Customer Service Training
MAGIC Coach Program
Coaching for Exceptional Performance
MAGIC of Relationship Selling
MAGIC of Email Writing
MAGIC of Collections
Mastering MAGIC in Difficult Situations
Taste of MAGIC
The MAGIC of Customer Relations 2nd Edition
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Write to the Point
Advanced Reading Management
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Leading With Mastery
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Welcome to the MAGIC Community!
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MAGIC Word of the Week
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Reducing Turnover
Reducing Turnover - Five Pitfalls That Prevent Success - 2
Reducing Turnover - Five Pitfalls That Prevent Success - 3
Building and Sustaining a Service Culture
Stage One: Assessment
Stage Two: Alignment
Stage Three: Training and Development
Stage Four: Reinforcement
Our Book: How to Talk to Customers
MAGIC Service Newsletter
Forward to a Friend
Articles & Case Studies
A Random Act of MAGIC Can Do a World of Good
Handling Challenging Facilitation Moments with MAGIC - Part One
Your Workplace is a Human Community
Five Steps to a MAGIC Facilitation
Thomson Study
It’s All About Me
Good Customer Service
Learn the Secrets of an Extraordinary Customer Experience
Do You Have More Stress than in the Past? Learn to De-Stress in 2006!
Creating Spirit - CMO
Holding Others Accountable is SIMPLE
Word of the Week Reminder
Think You're Likeable?
Motivating the Team with Quality Assessment Form
Tricks of the Trade: Tips for Facilitators - Translating MAGIC Concepts into MAGIC Actions
Fast-Track Teambuilding for New Associates
Life Lessons from a Witch, a Teacher and a Little Dog, Too
Hospital Patients Deserve and Expect MAGIC Care
Reinforce MAGIC in Your Organization
A One and Only Customer Experience and a Dream Come True
The Essence of Timeless Exceptional Service
Tricks of the Trade: Tips for Facilitators-Explaining Locus of Control and MAGIC in Alternate Format
Are You Turning Raving Fans into Roving Fans?
Four Lessons in Leading the "People Side" of Change
Tricks of the Trade: Tips for Facilitators - Creating a MAGIC Culture
Tricks of the Trade: Tips for Facilitators - Filling your Facilitation Toolkit
Communicating with Emotional Intelligence: It Works Like MAGIC
A MAGIC Transformation at the DMV
Pepsi Case Study
Five Pillars of Sustaining Exceptional Service
Fly First Class with MAGIC
No Service - No Sale
Soft Selling Yields Hard Profits in Contact Centers
MAGIC Innovations at Colonial Supplemental Insurance
Organizational Change and Personal Identity: Lessons from Uncle Ray
Small Gesture - Giant Impact
Make the Transition, Succeed with Change
Digital Call Monitoring - Take Less Time, Achieve Greater Impact
How to Make a MAGIC Connection with Your Participants
The Best Laid Plans
An Exercise For Improving Your Work Environment
Show Appreciation During Customer Service Week - and Every Day of Every Week
MAGIC Saves the Day (and an influential customer)
We're MAGIC at Blue Cross and Blue Shield of Kansas City
Earthy Matters
Misguided Intentions Detract from Customer Service
Switching Directions Can Transform Service
Motivating People in Call Centers
New Ways to Motivate Your Staff
Uncover the Catchpoint - Satisfy the Caller
Coaching According to Alex
Shift into High Gear: Four Drivers to Rev Up Quality and Consistency in Call Centers
Two Out of Three Americans Would Rather Do Household Chores than Deal with Customer Service Reps
Same Food, Different Service: What’s the Secret to Success at McDonald’s?
Tragic Words and Phrases: What NOT to Say to a Customer
Book Buzz: "How To Talk To Customers" Has Got People Talking
Attend the ICCM Summit on November 13-14
Expressing Thanks and Appreciation: It’s Not Just for Thanksgiving Anymore
Customer Service Associations
Take the Service Culture Test
Take the Test
How To Talk To Customers
How To Talk To Customers
About the Authors
Praise for How To Talk To Customers
Book Buzz
Keynote Speaking and Workshops
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