Tesco
How to Talk to Customers
Book

How to Talk to Customers

Create a Great Impression Every Time with MAGIC

Diane Berenbaum and Tom Larkin
Wiley, 2007

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Editorial Rating

7

Qualities

  • Applicable

Recommendation

This book offers a practical method for building customer relationships. Authors Diane Berenbaum and Tom Larkin have organized each chapter to provide chief principles, practical positive and negative examples, useful exercises to build your skills, and a few summary maxims that recap and underscore main points. The MAGIC customer relations method is not complicated in design, but it takes real effort to master. You can begin implementing aspects of it immediately, and work toward eventual mastery of its principles and skills. This book has the benefit of being action-oriented rather than theoretical. getAbstract recommends it if you are willing to work on the program the authors offer. You will have to do more than just read the book, but that’s a good start.

Take-Aways

  • The “MAGIC” customer relations program builds relationships for long-term success instead of just single orders. It includes these tactics:
  • View what you say to customers from their point of view rather than from your own.
  • Begin building customer relationships as a partner, not as an outsider.

About the Authors

As owners of a company, Diane Berenbaum and Tom Larkin build long-lasting customer relationships. They also teach customer service and customer relations.

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    P. T. 8 years ago
    These relationships should be considered as partnerships. Your skills of listening play a vital role in communication. You will need to learn to how control elevated calls, using words and phrases that would not increase the problem. Always try to use a professional voice. Basically choose how you are going to respond to the customer.
    I can agree with acronym definition of MAGIC in this article as it covers the rules of communication. Remember to treat your customer as you want to be treated.