Devoted to customer service and the principles of exceptional customer services

Are you creating a magical experience for your customers?

Recently I started reading a book titled How To Talk to Customers:  Create a Great Impression Every Time With Magic by Diane Berenbaum and Tom Larkin.  I’m currently on Chapter 2 of the book, but I thought I’d share a couple nuggets about what “magic” means in terms of providing outstanding service.  First I’d like to share what “Magic” stands for:


One of the central concepts around Magic is that you have a choice of providing a quality interaction:
“The principle of choice applies to more than just choosing to go above and beyond what is expected.  Choice is the heart of effective communication, particularly in challenging or awkward circumstances…Instead of accepting style differences or misunderstandings as insurmountable, you can make a choice to improve the situation…”

I’ve talked here before about our choices in life.  You always have a choice on how you want to treat a customer.  You can either give them outstanding service, mediocre service, or terrible service.  The choice is yours.  

I’ll be talking more about the book in the upcoming weeks as I progress through it!  By the way, one of the co-authors of the book, Tom Larkin, will be presenting at a free webinar:  Shift into High Gear: 4 Drivers to Rev Up Quality and Consistency in Call Centers.  The webinar will be held on May 15 & 17.  For more information and to register, visit the Communico website.