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SO SPRECHEN SIE MIT KUNDEN: HINTERLASSEN SIE ALLE EINEN TOLLEN EINDRUCK Von Diane Berenbaum-
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Standort: Washington, USA
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eBay-Artikelnr.:186777272787
Artikelmerkmale
- Artikelzustand
- ISBN-10
- 0787987522
- Publication Name
- Jossey-Bass
- Type
- Hardcover
- ISBN
- 9780787987527
Über dieses Produkt
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0787987522
ISBN-13
9780787987527
eBay Product ID (ePID)
57053083
Product Key Features
Book Title
How to Talk to Customers : Create a Great Impression Every Time with Magic
Number of Pages
224 Pages
Language
English
Topic
Personal & Practical Guides, Customer Relations, Management
Publication Year
2007
Illustrator
Yes
Genre
Reference, Business & Economics
Format
Hardcover
Dimensions
Item Height
1 in
Item Weight
16.8 Oz
Item Length
9.4 in
Item Width
7.2 in
Additional Product Features
Intended Audience
Trade
LCCN
2006-101788
Table Of Content
Preface ix Part One The Essence of MAGIC 1 Introduction 3 1 What Does MAGIC Really Mean? 9 2 What Are the Benefits of MAGIC? 15 Part Two MAGIC--It's Your Choice 21 3 Releasing Your MAGIC Mind-Set 23 4 Create a Climate for MAGIC Relationships 29 Part Three Build MAGIC Relationships 35 5 First Steps 37 6 Connect with Empathy 47 7 Build Customer Confidence 53 8 MAGIC Words and Phrases 63 9 Tragic Words and Phrases 69 Part Four Express MAGIC Accountability 79 10 Voicemail 81 11 Listening 87 12 Get to the Heart: What's the Catchpoint? 95 13 Moving On 103 14 Close with the Relationship in Mind 109 15 Assess Your Calls with MAGIC 113 16 Handling Complaints and Difficult Situations 123 Part Five The World of MAGIC 135 17 A Culture of Exceptional Service 137 18 The MAGIC Coach 145 19 MAGIC Face-to-Face 159 20 The MAGIC of Relationship Selling 167 21 MAGIC in Collections and Default Negotiations 177 Part Six MAGIC in Real Life 189 22 Personal Stories and Lessons for Life 191 23 Some Final Thoughts 203 Acknowledgments 205 About the Authors 207 About Communico Ltd. 209
Synopsis
Praise for How to Talk to Customers "How to Talk to Customers presents a system for interacting with customers based on empathy, dignity, and doing the right thing. Use these ideas to turn your customers into raving fans."--Ken Blanchard, coauthor of The One Minute Manager and Customer Mania "Warning: This book will radically change corporate cultures and provide businesses with a competitive advantage in customer service. MAGIC smashes superficial, ineffective approaches to solve complex customer service issues through a simple and fun approach. This framework can resolve even the thorniest predicament."--Barry L. Ogle, vice president, Leadership Enrichment Institute, Wyndham Vacation Ownership "You have to take care of your co-workers and customers. This book takes commonsense approaches and guides you on how to build successful business relationships."--Paul Orfalea, Kinkos founder and coauthor of Copy This! "How to Talk to Customers illustrates the keys to making MAGIC every day with every contact. If service is a differentiator for your organization, this book should be on everyones desk, from the day they start!"--William M. Lyons, president and CEO, American Century Companies, Inc. "The book that leaders at all levels have been waiting for. It provides a clear and practical tool for assessing customer interaction skills and will help any organization wow their customers with extraordinary service."--Asheesh Advani, CEO, CircleLending "Talking to customers seems so easy; however, to make a great impression on them, you need the MAGIC System."--Norma Diaz, CEO, Community Health Group "Whether you are moving up the ladder or already running your organization, the advice in this book is truly MAGIC and will help you leave a lasting legacy with everyone you meet. Be remembered for the right reasons and make a positive impact with every encounter starting now; it will change your life!"--Paige Arnof-Fenn, founder and CEO, Mavens & Moguls, 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 M ake A G reat I mpression on the C ustomer, can help anyone become the type of communicator that makes their customers feel special. For more on this book, visit www.howtotalktocustomers.com, Using case studies and anecdotes from their work with over 200 companies, Diane Berenbaum and Tom Larkin demystify the most critical aspect of customer service: conversations employees have every day with customers. With their detailed "33 Points of MAGIC" they show how any customer dialogue can be evaluated and measured for actual results.
LC Classification Number
HF5415.5.B445 2007
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