The  of Customer Relations



Make A Great Impression on your Customers™ and deliver meaningful and memorable customer experiences. When you choose to create a true MAGIC® culture, you will build trust, strengthen relationships and increase loyalty.

Course Objective

Develop your associates’ ability to deliver exceptional service to every customer—external or internal. Whether that interaction occurs in a contact center, an office, a retail establishment or in a customer’s home, MAGIC addresses your unique phone and face-to-face contacts.

Course Content

Four interactive modules address the skills and attitudes needed to create high-quality experiences for every customer and employee:

Develop the MAGIC Mindset of Service

  • Explore what exceptional service is from the customer’s perspective
  • Define the MAGIC standard of communication

Establish MAGIC Relationships with Others

  • Create the right impression through words, tone and visual choices
  • Restore and strengthen relationships through listening and empathy
  • Build security and trust with MAGIC phrases

Express MAGIC Accountability

  • Discover “the real issue” through listening and questioning skills
  • Express commitments and agreements by using clear and specific language

Handling Difficult Situations with MAGIC

  • Use The Five MAGIC Steps to handle complaints and challenging situations
  • Keep cool under pressure by managing your perception and your response
  • Measure the quality of each contact with The 33 Points of MAGIC Standard

What this means to you

  • Increase associates’ confidence in their ability to handle difficult situations
  • Reduce time spent on unproductive detours in customer conversations
  • Create a contagious, customer-focused culture where associates embrace a service mindset and model it in every touchpoint
  • Deliver consistently exceptional service experiences and achieve measurable results

Training Method

Customized: Realistic job-related scenarios are created for recorded skill practices

Individualized Coaching:  Behaviorally-specific feedback is provided to each participant for performance improvement in the class and on the job. 

Free Online Reinforcement: Participants receive a free three-month license to access   three MAGIC Workouts, our online reinforcement tool.


Course is two days in length and can be adjusted to fit client needs; e.g.: Deliver in consecutive half-days or in two-days, one day or via webinar

To watch an overview presentation, click here.

Contact Us to bring the MAGIC of Customer Relations Program 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.