Speaking Engagements and Workshops


Diane Berenbaum and Tom Larkin, authors of How to Talk to Customers, have been educating audiences on what it means to be MAGIC® for years.

From large-scale keynotes to small roundtable discussions, both Diane and Tom have the presentation skills, industry knowledge, and speaking experience to add value to any discussion.
Areas of expertise include:

  • Customer service
  • Communication skills: presentation, business writing, listening
  • Customer loyalty and retention
  • Employee engagement
  • Building a service culture
  • Change management Coaching

Sample topics include:

  • Building a Motivated Contact Center
  • The MAGIC of Employee Engagement
  • MAGIC Email and Chat
  • How to Deal with Difficult Situations
  • Best Practices of Developmental Coaching
  • How to Talk to Customers: Make MAGIC vs. Tragic Impressions Every Time
  • Create Memorable and Meaningful Customer Experiences with Empathic Listening
  • Coaching for Exceptional Performance
  • Creative Calibration: Different Approaches to Skills Interpretation
  • Critical Thinking

Diane and Tom have spoken at a variety of industry and client events including:

  • North East Contact Center Forum (NECFF)
  • International Contact Center Management Conferences (ICCM)
  • The National Association of Interpreters (NAI)
  • Customer Driven Quality Center Conference
  • LOMA Customer Service Conferences
  • The Call Center Exchange
  • Call Center Network Group (CCNG)
  • National Society of Consumer Affairs Professionals Conference (SOCAP)
  • Moderator for the White House Conference on Small Business for the State of Connecticut
  • Contact Center Association (CCA)
  • Accutech National Conferences
  • Chemical Customer Service Management Group (CCSMG)
  • Cendant Corporation's Second Annual Learning Summit Forum
  • BlueCross BlueShield Association Customer Contact Center and Claim Conference
  • Training 2016 conference

Contact us today to learn how Diane and Tom can make your next event a MAGICal one.


Before and After
Before and After
Just one "tragic" contact can influence your customers' perception of your company (and their buying decisions). Listen to the difference MAGIC® can make.