Be MAGIC(al)

This week, we had MAGIC training here in Cleveland to teach us about/improve our customer service.  As “facilitators” and not “teachers”, Matt and Jessica did a great job of keeping the material engaging and prevalent (I wish some of my college professors were there to take notes). 

I found the MAGIC training to be very interesting because all (or at least most) of the material is applicable to life, not just customer service.  This is a very important concept because often people forget why they do what they do, which leads to people becoming robots just going through the motions. 

MAGIC encourages the idea that relationships are the most important aspect of business and life.  It is normal for humans to make mistakes but what isn’t normal is for humans to read off of a pre-written script without any feelings or emotion (TRAGIC).  It teaches to be genuine and overall, to just be HUMAN.  Acknowledge that often emotions conflict and tough situations arise, but being empathetic and personal is the best way to control what you can control (and realize what you can't control).    

Remember the big picture; your own, the company’s, your co-worker’s, your client’s, and the world’s.  If there is anything I’ve learned from studying the culture of the Brazilians and this MAGIC training, it’s that relationships are more important than any mistake, task or material object. 

Alex
Global Supply Chain
Cleveland