How to Talk to Customers


By Diane Berenbaum and Tom Larkin, senior vice president and president of Communico Ltd.

How to Talk to Customers is now available in Polish, in addition to Chinese, Korean and, of course, English!

Download a Sample Chapter of "How to Talk to Customers"

Every once in a while, we as consumers have a truly wonderful experience as a customer of a company. These interactions leave us feeling so positive about our purchase, our relationships with the company, and ourselves that we say, “The experience was magic!” From LL Bean to American Century Investments to Nordstrom there are a select few organizations—some that you have heard of and some that you haven't—that serve their customers at world-class levels day in and day out.

How to Talk to Customers is the first book on customer service to outline step-by-step how specific world-class companies Make A Great Impression on the Customer™ every time with every customer. Just as important, the book shows how these wonderfully positive instances of customer contact create the key to long-term success: customer and employee loyalty. 

Available from or Barnes &

How to Talk to Customers presents a system for interacting with customers based on empathy, dignity, and doing the right thing. Use these ideas to turn your customers into raving fans.”
--Ken Blanchard,
Coauthor of The One Minute Manager® and Customer Mania

Read more book praise here.

About the Authors.

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.