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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 
Communico & Covey 
Our People 
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Results from Communico Clients 
Finiti 
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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Services Overview 
MAGIC System Overview (MAGIC = Make A Great Impression on the Customer) 
Four Stages in a MAGIC Service Culture Initiative 
Stage 1 - Assessment 
Stage 2 - Alignment 
Stage 3 - MAGIC Training and Development 
Stage 4 - Reinforcement 
Customer Service Programs and Coaching 
The MAGIC of Customer Relations 
The 33 Points of MAGIC 
MAGIC Certification 
MAGIC Recertification 
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 
Communication Skills 
Effective Presentation Skills 
Write to the Point 
Advanced Reading Management 
One-on-One Communication Skills Coaching 
Leadership Development 
Leading With Mastery 
One-on-One Leadership Coaching 
Leadership Standard 360 Degree Feedback 
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MAGIC Workout Login
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Welcome to the MAGIC Community! 
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MAGIC Store Items 
MAGIC Store - 2 
MAGIC Store - 3 
MAGIC Store - 4 
MAGIC Store - 5 
MAGIC Word of the Week 
White Papers 
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 
Buy the Book 
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