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MAGIC® Insights
Inspiring Exceptional Service Cultures
Dec2018:Vol18Iss6
stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue
Thoughts from Tom
 
Feature Article:
Coaching with Vision Requires a Standard
 
Worry Less: "Gift Yourself" this Holiday Season
 
Optimize Cognition at Work by Reducing Decisions: Part 2
 
What's New at Communico?
 
Questions from the Field
 
Another Fun Reinforcement Puzzle
 

About Us
Communico helps organizations build and sustain exceptional service cultures. With our MAGIC® system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.
 

To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.

 


Thoughts from Tom

The Voice of Service Leadership Experience

Tom Larkin, President & CEO of Communico Ltd.


Don’t underestimate the value of a standard. There are often a variety of ways to work with people and to coach them effectively. Yet many times, coaching misses the mark for reasons that are both simple and complex. Avoidable failures are common and persistent.They are also demoralizing and create unproductive tension. That’s why a standard that has a behavior checklist is MAGICal to the Coach.

A checklist without the support of coaching gets a bad rap for good reason. It doesn’t have to be that way. When you turn your coaching standard into a checklist of observable, trainable, “coachable” behaviors, you will be surprised by how effective it becomes.Though you might think it’s too simple or too dogmatic, consider doctors, specialized surgeons, airline pilots, venture capitalists and others whose focus is on execution and experience.Turn your standard into a coaching tool by way of a checklist.You’ll be glad you did.

Have thoughts to share or questions for Tom? Click here to submit.

Coaching with Vision Requires a Standard

When we conduct coaching meetings and performance conversations without an agreed upon standard, people can be frustrated, embarrassed, or even angry because they expected one standard and found a different one. MAGIC provides a detailed 5-step standard for performance when serving a customer. Because it is behavior based, it becomes a standard for coaching.

Read on for more on building an environment of trust, delivering communication without criticism and fostering collaboration.
 
Worry Less: "Gift Yourself this Holiday Season
if you’d like to banish worry, worry less, or use worry to your benefit, read on for a useful collection of strategies you can unwrap and use to embrace this holiday season and throughout the year ahead.
Optimize Cognition at Work by Reducing Decisions: Part 2
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Is it possible that the small decisions we make throughout the work day directly affect our high-level cognitive functioning and professional performance at work? The science says, “yes!”

Read on to for Part 2 on decision fatigue and the real-world impact.
Tom Larkin is now a member of the Forbes Coaches Council. This is an invitation-only organization for successful business and career coaches. Members offer firsthand insights on leadership. For a sample, read “Thriving in the Gig Economy: 15 Key Strategies for Success.” 

For some additional insights, take a look at: “Learning from Mistakes: 10 Things Beginning Leaders Should Know” and “13 Strategies for Landing Your Dream Internship.”
 
We welcome our newest team member, Jill Powers - the new voice, attitude and spirit greeting everyone! We’re happy to have someone of her skill and competence and enthusiasm joining our team. You will have until the end of the month to connect with Evelyn and join us in wishing her a healthy and happy retirement. We are grateful for all the many contributions and joy she has brought to Communico; and although we know she leaves huge shoes to fill, we are confident that Jill is stepping right in.
 
Questions from the Field

Submitted Questions...
...from our clients and facilitators - though all are welcome!  Click here to submit your question.

Q: What are the most important measures to gauge Culture success?
A: Employee satisfaction is a good gauge to measure success, research shows a strong correlation between employee satisfaction and customer satisfaction. And we all know that customer sentiment and word of mouth are critical to success.

Secondly develop two scores, one that measures your internal quality score; are you delivering on your standard? And, a Voice of the Customer score; are you getting scoring high marks from them?

Q: What is the best way to measure service?
A: Measure service by sharpening your focus on these issues.

Do you have a clear standard? Make sure it’s behavioral. I assert you’re in a better position to measure service if you have that kind of standard.

And, here is some secret sauce regarding our success over the years. Spend time on language, clarify what you want the customers to hear. What type of language will you remove from your service interactions and what language will you add to achieve your brand promise?

For more details check out the Forbes article on the three keys to measuring a service culture.

Click here to submit your own question.
Learn The Value of MAGIC
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To deliver consistently great employee and customer experiences and stand out in the global market, you need to develop a true service culture. Communico is committed to helping organizations create this type of culture with the MAGIC System. Click Here.
Leadership Skills and Coaching
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Communico's leadership training programs, coaching and consulting services are here to help you become an exceptional leader in every interaction (whether by phone, face-to-face, email or chat). Learn how to become a great leader for your business. Click Here.
Customer Service Training
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Communico doesn't believe in a one and done solution. We work closely with you to understand not only your business culture, but also your customer service culture, and what makes it unique. Click Here.
Reinforcement Puzzle #32
Try your hand at word scrambles, crossword puzzles, logic games and more. Use them to support your training, stimulate thinking and reinforce MAGIC principles. Fill them out on your own, or use them for a lively team challenge.
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If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.