如何与客户谈话：时刻创造深刻印象的MAGIC系统 How to Talk to Customers: mobi 下载 网盘 caj lrf pdf txt 阿里云

　　Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical ***ect of customer service: conversati*** 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 Relati***hips.

PART THREE Build MAGIC Relati***hips.

　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 Relati***hip in Mind.

　15 Assess Your Calls with MAGIC.

　16 Handling Complaints and Difficult Situati***.

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 Relati***hip Selling.

　21 MAGIC in Collecti*** and Default Negotiati***.

PART SIX MAGIC in Real Life.

　22 Personal Stories and Less*** for Life.

　23 Some Final Thoughts.

Acknowledgments.

About the Authors.

About Communico Ltd.

暂无相关内容，正在全力查找中

暂无出版社相关信息，正在全力查找中！

暂无相关书籍摘录，正在全力查找中！

在线阅读地址：如何与客户谈话：时刻创造深刻印象的MAGIC系统 How to Talk to Customers:在线阅读

在线听书地址：如何与客户谈话：时刻创造深刻印象的MAGIC系统 How to Talk to Customers:在线收听

在线购买地址：如何与客户谈话：时刻创造深刻印象的MAGIC系统 How to Talk to Customers:在线购买

暂无原文赏析，正在全力查找中！

编辑推荐

作者简介：

Diane Berenbaum, a senior vice president and owner of Communico Ltd., has helped foster and build strong, long-lasting client relati***hips for the company. Diane has authored numerous articles and has delivered training and coaching services to both senior leadership teams and front-line associates for over twenty-five years.