如何与客户谈话
2007-1
John Wiley & Sons Inc
Berenbaum, Diane/ Larkin, Tom
209
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 Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special. For more on this book, visit www.howtotalktocustomers.com
Preface. PART ONE The Essence of MAGIC. INTRODUCTION. 1 What Does MAGIC Really Mean? 2 What Are the Benefits of MAGIC? PART TWO MAGIC—It’s Your Choice. 3 Releasing Your MAGIC Mind-Set. 4 Create a Climate for MAGIC Relationships. PART THREE Build MAGIC Relationships. 5 First Steps. 6 Connect with Empathy. 7 Build Customer Confidence. 8 MAGIC Words and Phrases. 9 Tragic Words and Phrases. PART FOUR Express MAGIC Accountability. 10 Voicemail. 11 Listening. 12 Get to the Heart: What’s the Catchpoint? 13 Moving On. 14 Close with the Relationship in Mind. 15 Assess Your Calls with MAGIC. 16 Handling Complaints and Difficult Situations. PART FIVE The World of MAGIC. 17 A Culture of Exceptional Service. 18 The MAGIC Coach. 19 MAGIC Face-to-Face. 20 The MAGIC of Relationship Selling. 21 MAGIC in Collections and Default Negotiations. PART SIX MAGIC in Real Life. 22 Personal Stories and Lessons for Life. 23 Some Final Thoughts. Acknowledgments. About the Authors. About Communico Ltd.
