MAGIC® Certification
Certification is a cost-effective way for organizations to instill the best practices of exceptional service. Communico offers licensing of its MAGIC® of Customer Relations Program so that you can build the resident capability to conduct MAGIC training as needed.
Course Objective
Prepare internal trainers to conduct the MAGIC program for your associates. Coach trainers on how to model MAGIC and develop the attitudes and skills in others.
Note: All prospective facilitators need to participate in a MAGIC program within six months of certification.
Course Content
This intensive session will provide an in-depth review of course content to ensure that all participants understand the purpose and flow of the MAGIC program and how it aligns with their own organization’s service vision. Each participant will be asked to prepare and deliver presentations of core modules.
To be certified, participants need to demonstrate the following abilities during this program:
- Solid understanding of the MAGIC course content
- Effective presentation skills
- Constructive feedback that encourages growth
- Effective facilitation skills
- Model the principles of MAGIC with every participant
What this means to you
Certified facilitators can purchase participant manuals from Communico. This is a more cost-effective approach for training a larger group of associates. Certified facilitators can deliver MAGIC to their organization as long as they remain employees.
Training Method
Prior to the certification program, participants will be asked to attend a MAGIC program, review the comprehensive leader’s guide and prepare to deliver selected sections of content. These presentations will be videotaped and the Communico facilitator will provide individualized feedback and coaching.
Participants will also be asked to provide constructive feedback to one another, and demonstrate a willingness to learn and develop. There will be evening assignments such as reading articles, preparing notes and flip charts and preparing questions to ensure they understand how to maintain the integrity of MAGIC and deliver it in the most effective way. Participation in the certification program is not a guarantee of certification. Each participant needs to demonstrate the knowledge, skills and attitude of MAGIC.
Co-facilitation of the first two MAGIC programs is strongly recommended.
Duration
Communico offers a two-day certification program for one paricipant, a three-day certification program for two, three, or four participants, and a four-day certification program for five or six participants. Individuals can attend a public program at Communico’s training facility in Connecticut.
