Client Relations Consulting and Training

The MAGIC of Customer Relations. Create a culture of exceptional service!
We’ll show you how to Make A Great Impression on every Customer in every interaction.
Matrix Consulting SARL partners with Communico Ltd and offers proven, practical training/consulting that delivers measurable results.

Matrix Consulting SARL can go into your company and assess your client relations model and advise on best practices in order for your teams to improve your impact on your clients and decrease client complaints.

Please see the following course offering by Matrix Consulting SARL.

Program Descriptions

The MAGIC of Customer Relations®

INTRODUCTION

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—in every contact.

COURSE CONTENT

Four modules address the skills and attitudes needed to create high-quality experiences for every customer and employee. Participants learn the MAGIC quality standard, apply it to their own contacts and measure the impact it can make.

Developing the MAGIC Mindset of Service

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

Expressing MAGIC Accountability

  • Discover “the real issue” through listening and questioning skills
  • Express commitments and agreements by using clear and specific language
  • Transform barrier-focused responses into customer-focused communication


Establishing MAGIC Relationships with Others

  • Create the right impression through words, tone and visual choices
  • Make a connection through listening and empathy
  • Build security and trust with MAGIC phrases

Establishing MAGIC Relationships with Others

  • 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

WHAT THIS MEANS TO YOU

After participating in the program, associates will:

  • Make a measurably better impression on customers
  • Reduce time spent on unproductive detours in conversations
  • Increase their confidence and ability to handle difficult customer contacts

With the MAGIC standard, your organization can hire, train, measure and coach your associates to consistently high service levels. This will result in a culture where associates embrace a service mindset, model it in every touch point and build superior customer relationships.

TRAINING METHOD

Participants learn in a lab-like environment that includes recorded skill practices and individualized feedback. They apply the skills to scenarios that replicate your customer interactions.

The training is so effective that they demonstrate new skills in class, make measurable progress and can apply these skills immediately on the job.

DURATION

Usually two days; can be adjusted to suit client needs.

The MAGIC® of E-Mail Writing

INTRODUCTION

Organizations are increasing their use of e-mail for correspondence to customers—yet these e-mails are often overly formal and company-focused, or too casual and confusing.

Do your documents have a positive or negative impact on customer perceptions? Are all your e-mails projecting a consistent level of professionalism and grace?

COURSE OBJECTIVE

Help associates write more clearly and concisely – and to ensure that all e-mails will Make A Great Impression on the Customer™.

COURSE CONTENT

Aim:

  • Focus on the audience – internal or external
  • Identify your purpose for writing and outcome
  • Determine when e-mail is appropriate
  • Create subject lines that get results

Dialogue:

  • Create clear, concise and correct e-mails every time
  • Edit extra words to maximize impact
  • Use the Clarity Index to measure readability

Organization:

  • Structure ideas based on purpose of your message
  • Use the MAGIC format when writing to customers and delivering bad news

Techniques:

  • Discover key business e-mail protocols
  • Add visual components to enhance the look of your messages

Check and Polish:

  • Learn and apply a best practice quality standard
  • Avoid the most common netiquette mistakes

OUTCOMES

  • Write more clearly and concisely—so you achieve your aim
  • Write faster—so you make better use of time
  • Grab and keep the reader’s attention—so you create a MAGIC impression with every e-mail

TRAINING METHOD

The program is tailored to the specific needs of the audience. Prior to any project, we request representative writing samples and prepare tailored rewrites for in-class exercises and group discussion

DURATION

This one-day session addresses internal and external e-mail writing. Different formats, including virtual delivery, can be arranged.

MAGIC is a registered trademark of Communico Ltd.