Organizations are increasing their use of chat for communication with customers—yet these messages are often making a poor impression on the customer .

Do your chats make a positive or negative impact on customer perceptions? Are all your chats projecting a consistent level of professionalism and accountability?

Course Objective

Help associates Make A Great Impression on the Customer with every chat.

Course Content

  • Make Contact Professionally
    • Focus on the audience – provide security and clarify request
  • Acknowledge and/or Empathize
    • Proper tone and courtesy
    • Use MAGIC not tragic phrases
  • Give a Clear Explanation Quickly
    • Create clear and concise chats every time – succinct structure and
      unambiguous accountability
    • Use the MAGIC® format when delivering bad news or responding to inquiries and complaints
  • Include Relevant Information
    • Respond completely and accurately
    • Be proactive
  • Close with the Relationship in Mind
    • Apply a quality standard for chats: The 20 Points of MAGIC Chats
    • Avoid the most common chat mistakes

What this means to you

Your associates will be able to:

  • Deliver consistently clear, concise, professional chats
  • Respond more quickly with greater confidence
  • Create a MAGIC impression with every chat

Training Method

The program is tailored to the specific needs of the audience. Prior to any project, we request representative chat samples and prepare tailored rewrites for in‐class exercises and individual drills.


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

Bring the MAGIC of Customer Relations to your company