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

MAGIC = Make A Great Impression on the Customer

MAGIC® programs deliver hands-on, simulation-based, experiential learning. Empathy, respect, caring, and accountability are at the core of MAGIC, and the reason why these programs transform behaviors from transactional to relational.

Experience a meaningful and productive impact on day one.

Your associates will:

  • Improve their interactions whether on the phone, email, chat, text, or face-to-face
  • Learn and apply new skills to scenarios they face every day
  • Instantly hear or see the MAGIC difference in their communications
  • Conquer even their most challenging and emotionally charged interpersonal situations

Every program is tailored to actual job-related scenarios, and includes individualized coaching for behaviorally-specific feedback, plus free online reinforcement.

MAGIC® Programs and Services

The MAGIC® of Customer Relations

Develop the skills and attitudes to provide exceptional service, over the phone or face-to-face.

Length of course: 2 days; flexible
Class size: 6-10

MAGIC® Coaching

Sustain your training investment by helping supervisors and managers coach their associates to consistently model the organization's standards and values to increase employee compliance, engagement and MAGIC® performance.

Length of course: 2 days
Class size: 1-9

MAGIC® Email

Write clear, customer-focused emails that get results and Make a Great Impression on your Customer.

Length of course: 1 day
Class size: 6-12

MAGIC® of Collections

Learn the skills and attitude needed to be consistently effective and successful in collections by using a cooperative approach.

Length of course: 2 day; flexible
Class size: 6-12

MAGIC® of Relationship Selling

Increase your revenue per customer while enhancing relationships.

Length of course: 1-2 days
Class size: 10

MAGIC® Certification

Build resident capability to deliver MAGIC training in a cost-effective way throughout your entire enterprise.

Length of course: 2-4 days
Class size: 1-6


Deliver clear, concise, and professional chats every time. Learn to respond with greater confidence.

Session is tailored to meet the group’s needs. Different formats, including virtual delivery can be arranged.

A Taste of MAGIC®

Increase awareness of MAGIC attitudes and skills.

Length of course: 1/2 - 1 day
Class size: 5-25

MAGIC® Transformational Leadership

Why would anyone choose to follow you? Participants in this program will explore this question, and learn to lead in a way that inspires others and engages the higher achiever within.

Length of course: 1-2 days
Class size: 15

MAGIC® Leadership
From Contributor to Leader

Supports individuals to transform themselves into leaders, and develop the strong foundation of trust teams and organizations need to achieve and exceed their goals.

Length of course: 1-2 days
Class size: 15

MAGIC® Refresher

You've taken MAGIC, now move into MAGIC in Action. Participants will dive deeper into the MAGIC of Customer Relations and how it directly applies to them.

Length of course: 1/2 day
Class size: 6-16

MAGIC® Champions

Establish the foundation for your MAGIC Service Culture training initiative and prepare Champions to support it.

Length of course: 1/2 - 2 days
Class size: 6-24

MAGIC® in Difficult Situations

Increase your revenue per customer while enhancing relationships.

Length of course: 1/2 day
Class size: 4-10

MAGIC® Presentation Skills

Learn specific attitudes and communication skills needed to present a message with professionalism and grace.

Length of course: 1-2 days
Class size: 6-8

Call Assessments

Associate calls are assessed pre and post-MAGIC programs using our 33 Points of MAGIC to ensure consistent, outstanding service. Assessments establish a baseline and show quantified improvement.

Minimum of 50 calls.

One-on-One Communication Skills Coaching

Increase your self-awareness, tap into your strengths and become the communicator you want to be.

Length of course: Customized
Class size: 1

MAGIC® Recertification

Renew your MAGIC certification skills and update your awareness of new content if needed.

Length of course: 1 day
Class size: 1-2

Enhance the power of your MAGIC training initiative

Become an in-house MAGIC® facilitator.

MAGIC® certification is available for in-house facilitators for many of our core courses.