Magic is customer
service training that numerous company’s use around the nation to teach the
proper communication skills needed for an everyday job. Magic has five key
parts to the building a well connected conversation:
M ake
a connection: Build the relationship
A ct
professionally: Express confidence
G et
to the heart of the Matter: Listen and ask questions
I nform
and clarify what you will do
C
lose
with the relationship in mind
As I walk around the
office and I can see the influence MAGIC training has had on the company in
whole. People have the green sheets of paper on their cubical walls with the 33
skills learned from MAGIC. The conversations on the phones are energetic and all
around happy. You are able to tell that the people on the other side of the
phone are really enjoying the conversation. You are able to use these new found skills not
only with the clients but with your fellow colleagues as well. We can apply what we learned in over the phone
conversations, along with face-to-face conversations.
A
part of MAGIC that I greatly took away is the three elements of a message in
face-to-face communication. We were asked, “Where does the real message come
from?” The three elements are words, tone, and visual. I thought that tone
would sweep the categories because tone can express how you feel; however, I
was wrong and visual won. When in a face-to-face communication you have to look
how you are feeling. Even if you have a smile on and a perky tone, we can still
see how you are feeling.
I believe Dwellworks
offers this training to not only better our interactions with clients but to
better our everyday communications. Dwellworks is a service based company and
this training, in my opinion, gives us a step up. We pride ourselves on our
client relationships and those relationships are why our clients keep coming
back to Dwellworks. Thanks to MAGIC we are all now able to make a tragic
conversation into a magical conversation.
Colton Ebersole
Destination Services Intern
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