Filled with case studies and anecdotes, this book demystifies the most critical aspect of customer service: conversations employees have every day with customers. It outlines a proven system based on the authors' MAGIC customer service training program - MAGIC, stands for Make A Great Impression on the Customer.
Author Description:
Diane Berenbaum, a senior vice president and owner of Communico Ltd., has helped foster and build strong, long-lasting client relationships for the company. Diane has authored numerous articles and has delivered training and coaching services to both senior leadership teams and front-line associates for over twenty-five years.
Tom Larkin, a senior vice president and owner of Communico Ltd., is an authority on customer service initiatives and customer relations training and development. His work in the training and education field spans more than thirty years. He continues to work with senior leadership teams in a variety of industries.
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