Filled with case studies and anecdotes, <i>How to Talk to Customers</i> demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their <b>MAGIC</b> customer service training program. <b>MAGIC,</b> which stands for <b>M</b>ake <b>A</b> <b>G</b>reat <b>I</b>mpression on the <b>C</b>ustomer, can help anyone become the type of communicator that makes their customers feel special.<p>For more on this book, visit www.howtotalktocustomers.com