Tom Larkin How to Talk to Customers: Create a Great Impression Every Time With MAGIC

Tom Larkin MA ’87 coauthors a text designed to demystify the most critical aspect of customer service: conversations employees have every day with customers. Filled with case studies and anecdotes, the book outlines the key tenets of the authors’ MAGIC (Make a Great Impression on the Customer) training program.

Jossy-Bass, 2007. 224 pages.