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