M
How many points or behaviors in MAGIC?
33
Turn this Tragic Phrase to a MAGIC Phrase: Our system can't do that
Our system is not able to.....Here is what we can do.
Turn this Tragic phrase to a MAGIC phrase: I have to check with my level 2.
I'd be happy to research this for you.
Who is your favorite trainer?
Patti
Tell them you will help. Provide 3 statements to tell the client you will help.
I can help you with that.
I will take care of that for you.
I'm sure I can help you.
I'm here to help you.
I'd be happy to help you with that.
What is the first step to building the relationship with the client?
The Greeting
What is the main reason customers leave?
Attitude of Indifference.
Provide 3 Tragic Phrases
I can't do that. You have to. Probably. Hopefully. Unfortunately. You must. You should have.
Provide 3 Magic Phrases or words.
It was a pleasure working with you.
I'd be happy to.
Gain Access to your file (instead of pull you up)
Fantastic, Wonderful, Terrific, Excellent, Awesome
Provide example of putting a client on hold.
Explain reason for the hold, Ask Permission,
Say the Client's name, thank them for holding.
Provide 3 empathy statements.
I realize how important this is to you.
It sounds like this is urgent..
I understand why that would be upsetting.
I recognize how frustrating this has been for you.
What are the key roots of MAGIC?
Respect and Accountability
Provide a MAGIC apology.
Please accept my sincere apology, Mary. We realized we misread the date as May instead of March.
MAGIC apology is sincere, is clear and specific, communicates regret for how the situation has affected the client and assumes appropriate accountability.
What does MAGIC stand for?
Make a Great Impression on the Customer.
Provide "after hold" response.
Say the client's name.
Pause -wait for response.
Thank them for holding.
Name 3 behaviors of a High Directive, High Emotional Client.
Curt tone, yell, condescending, blame, stern, angry, assertive, point finger.
Name 3 behaviors of a High Supportive, High Emotional Client.
Wordy, crying, needy, whinning, poor me, asking, listening
How would you respond to a High Directive Emotional Client?
Faster pace, They want the answer now. They want you to focus on the issue. Focus on the Resolution.
They still want an apology.
How would you respond to a High Supportive Emotional Client?
Apology, Empathy, more explanation,
Tone = Understanding
Let them talk, Slower Pace, Confident
Show them you care.
What is the MAGIC standard?
Every contact needs to be so appropriate that the customer chooses to have another contact with you.
What are the Five Steps to MAGIC?
Make a Connection
Act Professionally
Get to the Heart of the Matter
Inform and Clarify
Close with the Relationship in Mind.
What are the 4 skills for uncovering the Catch-point?
Informational Questions
Paraphrasing
Clarifying Questions
Elaborating Questions
What is the Catch-point? What is your goal to uncover?
1. What is the issue?
2. Why is it significant to the client?
3. How is the client feeling about it?
What are the steps for delivering bad news?
Provide empathy statement.
Give them the bad news.
Empathy statement again, with re-direct. What you can do.
What is the difference between Barrier Focused Communication and Customer Focused Communication? Provide an example.
Barrier focused communication - what you CANNOT DO.
Customer focused communication - what you CAN DO.
When we use customer focused communication, we CHOOSE to demonstrate the 2 core values of MAGIC - Respect and Accountability.