MAGIC® Insights
Inspiring Exceptional Service Cultures
Feb2015:Vol15Iss1
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter from the Editor
 
The Power of Trust
 
Staying Personal in an Impersonal World
 
Happy in the Here and Now
 
Free Webinar on the 5 Best Practices of Developmental Coaching for Employee Engagement: March 10; 2-2:30 EST
 
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.
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Letter from the Editor
 
There is something you can do today that will immediately make you feel better about yourself and have a positive impact on those around you. It's not even hard to do. In fact, it's something you were born to do. What is it? Simply put…Be helpful.

According to a new site, http://nethelpful.org, being helpful is a universal language that everyone understands and appreciates. It's also a fundamental way to connect with another human being. We can't help but be helpful to those we care about.

But, you may be wondering why the site is about being "Net" helpful. It's because helpfulness is quantitative. "Net helpful" means you're being more helpful to others, on a net basis, than you expect them to be to you. No reciprocity required. In fact, they may not even need to know who was responsible for the altruistic act.

It turns out that human beings and other higher animals have a biological basis for helpful behaviors, such as cooperation, kindness, fairness and empathy. Frans de Waal, author of The Age of Empathy: Nature's Lessons for a Kinder Society, validated this principle. His research showed, for example, that rhesus monkeys were willing to starve themselves to avoid letting other monkeys get a shock. And, rats gave up their chocolate to help another rat escape from a trap.
 

Studies also show that altruism is good for your emotional well-being, and can measurably enhance your peace of mind. So consider ways you can be net helpful. Here are just a few suggestions:

  • Show appreciation for others; send a note or gift, when they least expect it.

  • Go out of your way to help another person you may not even know. Proactively offer your support and ask how you can help.

  • Lend an ear. Listen fully with an open heart and without judgment.

  • Do an anonymous favor for a friend, neighbor or family member.

Just imagine the impact if everyone decided to be more helpful than "needy" in this oftentimes impersonal world—what a different place it would be! So consider ways you can make a net difference in the lives of others. Make it a daily practice. And, feel free to share your experiences and learn about others' at http://nethelpful.org. [no longer available]

As Albert Schweitzer said, "the purpose of human life is to serve, and to show compassion and the will to help others."
 
The Power of Trust
Sellers who focus on advice, persuasion, and being provocative will certainly see their sales efforts crumble. However, it’s a fact that buyers are willing to accept the advice of sellers, but only to the extent that they trust them. 

Read on to learn five great things that can happen when trust grows and deepens. 
Staying Personal in an Impersonal World
It is hard to deny the pervasiveness of technology today.  Pew Internet Project’s research highlights the extent to which society is consumed by their computers and cellphones. Yet, it’s clear that a personalized experience stands out and connects with customers. 

Read on to discover ways to humanize your customer service experience in this digital world.
Happy in the Here and Now
We all have hopes and dreams, but life delivers lessons when and where we least expect them. This personal story highlights how minds may grow old, but a heart in the here and now is a different matter.

Read on to learn more about the wisdom and comfort of life lessons.
Free Webinar: Five Best Practices of Developmental Coaching For Employee Engagement

March 10; 2:00-2:30 p.m. EST.


Developmental coaching is a critical competency for any organization that wants to engage employees and deliver consistently exceptional service.  According to Gallup’s 2013 State of the Workplace report:

  • Organizations with leaders who coach effectively will  improve business results by over 21%, compared to those who never coach

  • The employee engagement scores of contact center associates who received coaching improved by over 12%

  • Associates are 87% more likely to stay on board and produce 43% more business because of coaching

Do your Associates Coach in a Way that Ensures Improved Performance and Employee Engagement?

Would you like to learn the Top Five Best Practices in Developmental Coaching and see a measurable difference in your organization? 
We are delighted to invite you to a free 30-minute webinar featuring Communico’s Five Best Practices of Developmental Coaching.

Communico has over 40 years of experience helping organizations worldwide measurably improve their service quality, enhance employee engagement, and deepen customer loyalty.

Click on the link below to register.  We look forward to showing you the difference Developmental Coaching can make on your organization.
Reinforcement Puzzle #10
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.

If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.