When seeking to make improvements in customer service it’s easy to look to technology for help. But how many customers do you really think stop doing business with companies because of their customer service software? Yes, software can be a great enabler in helping people to be more effective and efficient. But it can’t do much about how people talk to and deal with customers who have called in with a problem.
I’ve just recently completed reading “How To Talk To Customers – Create A Great Impression Evety Time With MAGIC” and I must admit that I found this book to filled, cover to cover, with very specific and practical advice about how to talk to, (and treat), customers.
Authored by Diane Berenbaum and Tom Larkin, two senior executives with Communico, Ltd., the core concept in this book is MAGIC, which stands for Make A Great Impression on the Customer, and includes the 5 Key MAGIC Steps:
1. Make a Connection: Build the Relationship,
2. Act Professionally: Express Confidence,
3. Get to the Heart of the Matter: Listen and Ask Questions,
4. Inform and Clarify What You Will Do, and
5. Close with the Relationship in Mind
and the 33 specific behavioral points within these steps that show exactly how any face-to-face or phone-based customer interaction can be evaluated, measured and improved.
I really liked this book. It’s far from just theoretical; it’s filled with case studies and anecdotes that clearly outline both “MAGIC” and “Tragic” moments. Quite frankly, this is one of those books that an organization can really rally around as a means to collectively improve all its communications, both internal and external. Get a copy today and let the MAGIC begin!
