Last week we got to experience MAGIC training. It was an all day event teaching us the importance of customer service and how to apply it to our customers. One of the first things I learned that day is that everyone has customers that this training can apply to. Customers don’t necessarily have to be external either. Something we learned that day was also the difference between empathy and sympathy. We want to make sure we show empathy or to show an understanding of the situation not sympathy when we haven’t gone through the situation. The difference between these two feelings can make or break a relationship. The biggest thing I took away was not to use filler words just as unfortunately or ASAP. I found myself saying these words a lot but Matt and Jess made a point when they said the sentence will still have the same contents without them. MAGIC training has made me aware and I will try not to use those words when talking to customers.
Dwellworks along with hundreds of other companies use the MAGIC program. I believe Dwellworks uses the program not because they don’t trust our ability to communicate (most people have had past customer service experience), but because they want everyone to be at the same level of customer experience. Dwellworks wants the customer to get the same service no matter who they talk to. Going through the program was also good because it went through the basic dos and don’ts of everyday communication. Sometimes this everyday communication is looked over and forgotten about but is a fundamental in the relationship between the provider and customer.
-Amber
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