MAGIC^® training and development
Create an exceptional customer experience, every time.

Frequently Asked Questions

Question: How can MAGIC improve your “Net Promoter Score”?

Answer: “96% of our respondents say customer service plays a role in their choice of and loyalty to a brand.” (Microsoft, 2017)

The 33 Points of MAGIC provides a standard of behavior which enables organizations to measure and predict NPS. Net Promoter Score (NPS) is a one question survey intended to measure customer loyalty and predict business growth. Customers are asked: “How likely will is it you would recommend on a scale of 1 – 10 where “10” is Highly Likely and “1” Not Likely at All.

Promoters are those who score a 9 or a 10. Passives scare a 7 or 8. Detractors score between 0 and 6. NPS = % of Promoters minus % of detractors.

NPS helps organizations measure customer loyalty across the entire customer journey. Some claim it helps predict growth in revenue and profitability. MAGIC can help predict NPS. The higher the percentage of the 33 points observed during an interaction (across all communication channels) the higher the NPS and therefore the higher the growth in loyalty, revenue, and profit.

Question: How can MAGIC reduce complaints and customer dissatisfaction?

Answer: “The top 10 companies in the Global Empathy Index 2015 increased in value more than twice as much as the bottom 10, and generated 50% more earnings…” (Parmar, 2016)

MAGIC encourages identifying, listening to, and answering customer complaints. Research shows 95% of your customers will do business with you again if you resolve their problem quickly and fairly. And they will likely refer others to you. (Study by Technical Assistance Research Programs (TARP), 2013) Other research tells us that an appropriate response to an angry customer results in them not just being loyal but spending more. (Wayne Huang, 2018)

MAGIC will help you protect the relationship, identify the key issue(s), and partner with your customer to identify the ideal solution. One of our clients has recognized that MAGIC can provide a way to respond appropriately to challenging customers while staying within company policy.

Question: How can MAGIC reduce employee turnover (improve employee engagement)?

Answer: “A startling 98% of managers surveyed feel managers at their company need more training to deal with important issues such as professional development, conflict resolution, employee turnover, time management, and project management.” (Research, 2016)

When employees have the tools necessary to do their job they can be trusted and empowered and their motivation soars. When employees are respected and empowered (intrinsically motivated) they tend to stay.

Employees are internal customers of management. MAGIC provides management with the tools to treat employees like customers. Managers can model the behaviors they want employees to model with their external customers.

Question: Has working from home negatively impacted service? How can MAGIC help?

Answer: “89% of companies will compete primarily on the basis of CX in the near future.” (Kulbyte, 2021)

Many organizations found themselves off balance in early 2020 when the pandemic and the CDC (Centers for Disease Control (CDC) caused instant shutdowns of workplaces. Overnight their workforces were remote. This change and other factors caused many customers to experience deteriorating service quality and speed.
It is understandable. The “instant change” to remote working required associates to learn new policies, experience more frequent interruptions, be challenged with technology, lack of access to materials located at the offices, heightened and more frequent emotional responses from customers, and more complex issues to resolve.
MAGIC helps associates to gain respectful control of all interactions, appropriately respond to difficult situations, manage emotional reactions, all the while creating an impression of respect and accountability.

Question: How can MAGIC help your Information Technology (IT) Department improve their efficiency and brand image?

Answer: IT professionals often seem to speak a completely different language. They are so knowledgeable, and their knowledge is highly technical and constantly evolving to keep up with the advances and improvements. Therefore, the IT vocabulary also continues to evolve. At Communico we distinguish between MAGIC phrases which enhance trust and communication and Tragic Phrases which put distance between you and the customer.

MAGIC helps all technical professionals create options to avoid Tragic phrases. When technology professionals use MAGIC phrases, they can identify and solve highly technical issues more quickly the first time.

Question: How can MAGIC reinforce the need and efficacy of the most frequently missing and essential skill of being empathic?

Answer: The need of the ability to express empathy in creating a great customer experience cannot be overstated. Expressing empathy correctly (at the right time in the right way) will prevent and help resolve interpersonal conflicts. (David, 2021) It helps us build our relationships, trust, and gives us influence to improve cooperation.
MAGIC defines empathy, helps participants to understand the difference between empathy, sympathy, and apologies (both appropriate and inappropriate). MAGIC uncovers and clarifies confusion about the definition and use of empathy for the purpose of optimizing the customer experience. Creating exceptional service cannot be complete without the skill of empathy.