Average Reviews:
(More customer reviews)I'm familiar with the customer skills training program that this book is based on (MAGIC). Extraordinary! I've seen unbelieveable results when people apply the principles taught here in real life customer situations.
But if you dont have access to their MAGIC training, this book is a good back-up plan. All the info they hit in the training is here--you just have to be more self-motivated to study it and apply it without the benefit of any coaching or feedback. Nevertheless, the book is laid out in an easy to read. The topics flow naturally one into the next. You can imagine a customer interaction playing out as you make your way through the chapters. The book is chock full of examples as well as charts, graphs and checklists that make the points effectively.
One caution: dont expect to read this through some evening and then start applying it. I recommend you approach it more like a workboook...read a bit, put it down, try what you just learned (see the results!) and then pick it back up again.
Interestingly enough, I also use these principles when I'M the customer and others around me are amazed at the much-better-than-expected results i get when i complain or make requests! Thanks!
Click Here to see more reviews about: How to Talk to Customers: Create a Great Impression Every Time with MAGIC
Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special.
For more on this book, visit www.howtotalktocustomers.com
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