How to talk to customers : create a great impression every time with MAGIC / Diane Berenbaum, Tom Larkin.

Preface
The essence of MAGIC
What does MAGIC really mean?
What are the benefits of MAGIC?
MAGIC-It's your choice
Releasing your MAGIC mind-set
Create a climate for MAGIC relationships
Build MAGIC relationships
First steps
Connect with empathy
Build customer confidence
MAGIC words and phrases
Tragic words and phrases
Express MAGIC accountability
Voicemail
Listening
Get to the heart: what's the catchpoint?
Moving on
Close with the relationship in mind
Assess your calls with MAGIC
Handling complaints and difficult situations
The world of MAGIC
A culture of exceptional service
The MAGIC coach
MAGIC face-to-face
The MAGIC of relationship selling
MAGIC in collections and default negotiations
MAGIC in real life
Personal stories and lessons for life
Some final thoughts
Ackowledgments
About the authors
About communico ltd.