The AuthorsDiane Berenbaum, a senior vice president and owner of Communico Ltd., has helped foster and build strong, long-lasting client relationships 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. Tom Larkin, a senior vice president and owner of Communico Ltd., is an authority on customer service initiatives and customer relations training and development. His work in the training and education field spans more than thirty years. He continues to work with senior leadership teams in a variety of industries.

• Preface ixPart One The Essence of MAGIC 1Introduction 31 What Does MAGIC Really Mean? 92 What Are the Benefits of MAGIC? 15Part Two MAGIC—It’s Your Choice 213 Releasing Your MAGIC Mind-Set 234 Create a Climate for MAGIC Relationships 29Part Three Build MAGIC Relationships 355 First Steps 376 Connect with Empathy 477 Build Customer Confidence 538 MAGIC Words and Phrases 639 Tragic Words and Phrases 69Part Four Express MAGIC Accountability 7910 Voicemail 8111 Listening 8712 Get to the Heart: What’s the Catchpoint? 9513 Moving On 10314 Close with the Relationship in Mind 10915 Assess Your Calls with MAGIC 11316 Handling Complaints and Difficult Situations 123Part Five The World of MAGIC 13517 A Culture of Exceptional Service 13718 The MAGIC Coach 14519 MAGIC Face-to-Face 15920 The MAGIC of Relationship Selling 16721 MAGIC in Collections and Default Negotiations 177Part Six MAGIC in Real Life 18922 Personal Stories and Lessons for Life 19123 Some Final Thoughts 203Acknowledgments 205About the Authors 207About Communico Ltd. 209