MAGIC® for Management


Management plays a crucial role in the development of an exceptional service culture. They need to model and reinforce the principles of MAGIC® to ensure consistency and long-lasting results. By inspiring their associates to model MAGIC and treating them as "customers," they will improve morale, instill trust and sustain exceptional service quality.

Course Objectives

To show managers how to Make A Great Impression on every Customer™, including their customers Designed for leaders, managers, and supervisors who are responsible for the success of their service culture

Course Content

This course focuses on the skills and attitudes needed to sustain an exceptional service culture. Topics include:

Value the MAGIC in You  
  • Understand ourselves and value others
  • Recognize and value different communication styles
Choose to Be MAGIC in Every Contact
  • Create the right impression (phone and face-to-face)
  • Measure call quality with The 33 Points of MAGIC
Build MAGIC Relationships Through Listening
  • Identify the four levels of interpersonal communication
  • Motivate associates to be consistently MAGIC
Manage Difficult Situations with MAGIC
  • Model MAGIC when handling difficult situations
  • Listen and express appropriate empathy

What this means to you

  • Improve interpersonal communication skills

  • Be able to recognize and reward MAGIC behavior

  • Make a Great Impression on every Customer - internal and external

  • Create a customer-driven culture that ensures customer loyalty and repeat business

Training Method

Each program is tailored to the specific needs of the audience. We create realistic skill practices so the content is immediately practical and relevant.

Using The 33 Points of MAGIC, we assess sample skill practices and highlight ways to reinforce MAGIC in the workplace. Participants get feedback on their customer contact skills and have the opportunity to practice MAGIC and hear the difference it can make.


We recommend a two-day approach; a one-day overview can also be provided.
Contact Us to bring MAGIC for Management to your company.
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.