MAGIC® Insights
Inspiring Exceptional Service Cultures
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter from the Editor

Six Practical Ways to Practice Being Present
Re-enchantment of the Workplace:  Six Ways to Create a More Enchanting Work Environment
Seven Factors for Success from a Coaching Legend
Free Webinar:
Handling Emotionally Charged Customers with Empathic Listening

Another Fun Reinforcement Puzzle - #20

About Us
Communico helps organizations build and sustain exceptional service cultures. With our MAGIC® system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.

To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.


Letter from the Editor

When I was very young, I wanted to play the drums like my favorite Beatle, Ringo Starr. The fact that neither one of my super-achieving older siblings played that instrument made it even more appealing. You see, it was never easy competing with them, and I searched for something unique I could do to stand out.

So, I begged my parents to buy a drum set for my birthday. Shortly thereafter, my clever parents convinced me that learning the piano first would provide a strong foundation and thus help me excel at the drums. I bought the idea, and they bought a very old, very heavy upright piano. I took lessons for years from my best friend's mother. I was pretty good with my right hand (i.e. the melody/G clef), though not so much with the left. But after a while, I felt comfortable enough to play in front of anyone.

Consider taking a moment, right now, to think back to your first attempt at something new. It may not have been pretty. You may have even thought about giving up. But something within you gave you the conviction to keep going; master the first step, and then the next.

Now think of something you do really well. It could be anything—painting, karate, windsurfing, singing, Pilates, or even mime. You name it. Chances are you worked hard, and you practiced…a lot.

But, how much time do you devote to taking care of yourself and doing what helps you feel fulfilled? Odds are…it's not enough. If we put minimal effort on personal improvements or consider them as "afterthoughts," then we're not really helping ourselves. In fact, we're probably not being fair to others around us either, even though they may be important in our lives. 

So make all 365 days count. Focus on the values you want to reflect every day. With practice comes confidence, meaning and progress.
"Most of the important things in the world have been accomplished by people who have kept on trying when there seemed to be no hope at all."
– Dale Carnegie

"Remember that guy who gave up?  Neither does anyone else."
– Unknown
Six Practical Ways to Practice Being Present
Muddled thinking happens to all of us, especially when we're stressed. But, how many of us remember to practice being present?

Read on to discover six ways to help you bring more calm and meaning to your life. 
Re-enchantment of the Workplace: Six Ways to Create a More Enchanting Office Environment
Feeling connected to your work and the people you do it with are key qualities of a workplace. But, how do you create an enchanting workplace? 

Read on to learn six ways to make that dream a reality. 
Seven Factors for Success from a Coaching Legend
Dean Smith, basketball coach for University of North Carolina at Chapel Hill for 36 years, was a "winning coach” and a model leader.

Read on to discover how he sustained success and won respect from coaches, players and fans.
Communico News
Attend our free webinar "Handling Emotionally Charged Customers with Empathic Listening” on January 19, 2:00 - 2:40 p.m. Eastern Time.

According to a 2016 InContact study, 65% of Customer Service Representatives (CSRs) said that the hardest part of their job is handling angry/rude customers. And, approximately 30% of them spend more than an hour with unhappy customers each day.

This 40-minute webinar reveals a proven approach for handling difficult interactions in a way that strengthens customer loyalty and decreases employee stress. Booz & Company states, "it is by putting empathy into action that great customer service organizations distinguish themselves from lackluster ones." Research shows there's an impressive relational and financial return from emotionally engaging customers with empathetic listeners.

Attend this webinar and you will:
• Learn best practices for defusing challenging customers
• Explore six different types of difficult situations and how to turn them around
• Discover the four levels of listening and their impact on relationships
• Increase your confidence in responding appropriately to every customer

Click here to register.
Reinforcement Puzzle #20
Try your hand at Word Scrambles, Crossword Puzzles, Logic Games and more. Use them to support your training, stimulate thinking and reinforce MAGIC® principles. Fill them out on your own, or use them for a lively team challenge.

If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.