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 Relationships.

PART THREE Build MAGIC Relationships.

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 Relationship in Mind.

15 Assess Your Calls with MAGIC.

16 Handling Complaints and Difficult Situations.

PART F I V E The World of MAGIC.

17 A Culture of Exceptional Service.

18 The MAGIC Coach.

19 MAGIC Face-to-Face.

20 The MAGIC of Relationship Selling.

21 MAGIC in Collections and Default Negotiations.

PART S I X MAGIC in Real Life.

22 Personal Stories and Lessons for Life.

23 Some Final Thoughts.

Acknowledgments.

About the Authors.

About Communico Ltd.