How to talk to customers: create a great impression every time with MAGIC
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
San Francisco
Jossey-Bass
2007
|
| Ausgabe: | 1. ed. |
| Schlagworte: | |
| Online-Zugang: | Table of contents only Contributor biographical information Publisher description Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references |
| Beschreibung: | X, 209 S. graph. Darst. 25 cm |
| ISBN: | 9780787987527 0787987522 |
Internformat
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| 245 | 1 | 0 | |a How to talk to customers |b create a great impression every time with MAGIC |c Diane Berenbaum ; Tom Larkin |
| 250 | |a 1. ed. | ||
| 264 | 1 | |a San Francisco |b Jossey-Bass |c 2007 | |
| 300 | |a X, 209 S. |b graph. Darst. |c 25 cm | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references | ||
| 650 | 4 | |a Customer relations | |
| 650 | 4 | |a Interpersonal relations | |
| 700 | 1 | |a Larkin, Tom |e Verfasser |4 aut | |
| 856 | 4 | |u http://www.loc.gov/catdir/toc/ecip076/2006101788.html |3 Table of contents only | |
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Datensatz im Suchindex
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|---|---|
| adam_text | CONTENTS
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
2 2 Personal Stories and Lessons for Life 191
2 3 Some Final Thoughts 203
Acknowledgments 205
About the Authors 207
About Communico Ltd. 209
|
| adam_txt |
CONTENTS
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
2 2 Personal Stories and Lessons for Life 191
2 3 Some Final Thoughts 203
Acknowledgments 205
About the Authors 207
About Communico Ltd. 209 |
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| isbn | 9780787987527 0787987522 |
| language | English |
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| spelling | Berenbaum, Diane Verfasser aut How to talk to customers create a great impression every time with MAGIC Diane Berenbaum ; Tom Larkin 1. ed. San Francisco Jossey-Bass 2007 X, 209 S. graph. Darst. 25 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references Customer relations Interpersonal relations Larkin, Tom Verfasser aut http://www.loc.gov/catdir/toc/ecip076/2006101788.html Table of contents only http://www.loc.gov/catdir/enhancements/fy0741/2006101788-b.html Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0741/2006101788-d.html Publisher description HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016655478&sequence=000010&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Berenbaum, Diane Larkin, Tom How to talk to customers create a great impression every time with MAGIC Customer relations Interpersonal relations |
| title | How to talk to customers create a great impression every time with MAGIC |
| title_auth | How to talk to customers create a great impression every time with MAGIC |
| title_exact_search | How to talk to customers create a great impression every time with MAGIC |
| title_exact_search_txtP | How to talk to customers create a great impression every time with MAGIC |
| title_full | How to talk to customers create a great impression every time with MAGIC Diane Berenbaum ; Tom Larkin |
| title_fullStr | How to talk to customers create a great impression every time with MAGIC Diane Berenbaum ; Tom Larkin |
| title_full_unstemmed | How to talk to customers create a great impression every time with MAGIC Diane Berenbaum ; Tom Larkin |
| title_short | How to talk to customers |
| title_sort | how to talk to customers create a great impression every time with magic |
| title_sub | create a great impression every time with MAGIC |
| topic | Customer relations Interpersonal relations |
| topic_facet | Customer relations Interpersonal relations |
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