How to Talk to Customers – Create a Great Impression Every Time with MAGIC

Preface.
<p>PART ONE The Essence of MAGIC.</p>
<p>INTRODUCTION.</p>
<p>1 What Does MAGIC Really Mean?</p>
<p>2 What Are the Benefits of MAGIC?</p>
<p>PART TWO MAGIC It s Your Choice.</p>
<p>3 Releasing Your MAGIC Mind–Set.</p>
<p>4 Create a Climate for MAGIC Relationships.</p>
<p>PART THREE Build MAGIC Relationships.</p>
<p>5 First Steps.</p>
<p>6 Connect with Empathy.</p>
<p>7 Build Customer Confidence.</p>
<p>8 MAGIC Words and Phrases.</p>
<p>9 Tragic Words and Phrases.</p>
<p>PART FOUR Express MAGIC Accountability.</p>
<p>10 Voicemail.</p>
<p>11 Listening.</p>
<p>12 Get to the Heart: What s the Catchpoint?</p>
<p>13 Moving On.</p>
<p>14 Close with the Relationship in Mind.</p>
<p>15 Assess Your Calls with MAGIC.</p>
<p>16 Handling Complaints and Difficult Situations.</p>
<p>PART F I V E The World of MAGIC.</p>
<p>17 A Culture of Exceptional Service.</p>
<p>18 The MAGIC Coach.</p>
<p>19 MAGIC Face–to–Face.</p>
<p>20 The MAGIC of Relationship Selling.</p>
<p>21 MAGIC in Collections and Default Negotiations.</p>
<p>PART S I X MAGIC in Real Life.</p>
<p>22 Personal Stories and Lessons for Life.</p>
<p>23 Some Final Thoughts.</p>
<p>Acknowledgments.</p>
<p>About the Authors.</p>
<p>About Communico Ltd.</p>