Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant
Developing your key talent for strategic growth
408/998-7977
Rebecca@RebeccaMorgan.com
www.RebeccaMorgan.com
Grow Your Key Talentblog
Get a Deal if I'm Working Near You!
You can save money by piggybacking with my other clients. If you want to explore what I could do to help your people be more effective, contact me ASAP so I can work you into my travel schedule.
Or get several companies together for a presentation. Or gift your clients with a presentation for their teams.
Aug. 9-16 Brunei
Aug. 20 Sacramento, CA
Sept. 11-13 Houston, TX
Oct. 9-11 Wash., DC
Oct 22-23Malaysia (hold)
Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight (eBook)
This book is full of examples of superior customer service ... and below par service. Following each example are questions to ask your team to prompt discussions of what went right -- or wrong. Then you can decide how to use the lessons to improve your customers' delight.Regular price: $20
Your price $10
Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff(eBook)
Many executives think that only HR needs to think about how to grow their internal leadership. By offloading all the thinking about this they are sure to stunt their company's growth. This book helps you examine what you should be considering when looking at helping your people grow to take on more responsibilities.
Regular price: $20
Your price $10
Calming Upset Customers
Find out more about how to calm down your upset customers with professionalism, either through live training,or the book.
Could your sales force use new or refined skills to close more sales? Professional Selling: Practical Secrets for Successful Sales has been used as the corporate sales guide for many companies.
Discover more info on live presentations or the book.
Give Us a Call!
We're always happy to brainstorm with you.
408/998-7977
Being a Conscious Conversationalist
Being a conscious conversationalist is critical to a long-term relationship, whether with a coworker, customer, or friend - at least for me. I've encountered many people who are conversationally challenged. Since it is doubtful your friends or colleagues will volunteer that you are an inept conversationalist, as a public service I thought I'd delineate some of the most common conversational culprits.
Read the 12 offending habits most of us don't realize we have.
Fabulous Service from AT&T
I'd been putting off buying an iPhone for several reasons, but a key one was the horror stories I'd heard about the AT&T customer service. I was a happy Verizon customer, often being amazed at the great customer service when I called in with a question.
Read what they did that stood out -- and one thing they could have done better.
Apple's Unique Take on Tech Support
Tech support has been the bane of many companies. Watching their costs skyrocket, many began charging for tech support beyond a limited time frame. Many (most?) tried outsourcing to India and the Philippines, but some have pulled back to US-based support after their customers screamed about unintelligible "help."
My experience with Apple's tech support was no different - until recently. As a Mac user since 1989, I even formed a MacUsers group to help sort out Mac issues, which then morphed into an listserve. Luckily, Macs don't need a lot of tech support, or at least my needs were pretty minimal.
Read more on a key philosophy that puts them miles ahead of others.
Sensitive Service from Prudential
My father died a few months ago and left us with a maze of assets to sort out. We found two life insurance policies with Prudential so filed the proper paperwork. Within a few days of receipt, Andrea, an amazing helpful claims representative, called all the beneficiaries to say she'd found another policy and would use the same documentation to pay it out, if she could just have our verbal agreement!
Wow!
Read why I thought they went beyond normal service.
Patience Shows Exemplary Service
I needed to have a document not only notarized, but "medallion-ized," which only the manager or assistant manager can do at my credit union. I called the manager to make sure he'd be there when I arrived and we set a time to meet.
I appeared at the appointed time only to learn he was at another branch! I didn't know he served two branches and he didn't mention where he'd be, thus the mix up. His assistant called him and he instructed me to see Elva, the assistant manager.
See what little things made a big impression.
Do You Honor What Your Employees' Promise?
Like millions of other homeowners, I recently applied to refinance my mortgage at a lower rate. When a very low rate was advertised on my financial institution's web site, I acted so I could lock in the rate.
Wednesday morning I began to complete the convenient online application. At one point the curser spun and spun. The site said it was processing and if I got tired of waiting to click a button and someone from would contact me. After 10 minutes I clicked.
Should this organization honor what was promised?
Lightning Source Lightens My Load
Lightning Source is a provider of short-run and print-on-demand book publishing for small publishers like me. I'd researched dozens of short-run printers for my latest books, and decided on Lightning Source because of the many benefits they offer and their reasonable prices. Little did I know they'd also set themselves apart by their stellar service.
Read why Lightning Source's service stands out.
Are Your Processes Designed for Your Staff's Convenience or Your Customers'?
I love my library. It's steps away from me, just across an adjacent street. I order books online, then pop over and pick them up. So convenient.
But not everything in this newly rebuilt library is convenient -- at least not for its patrons. There is a glaring problem where staff convenience won out over patron service.
Read what I thought was so egregious.
How Do You Celebrate Those Who've Made You Successful?
A friend has a license to teach a nationally branded form of exercise. He's been doing it for 25 years, running a successful business of 10 classes/week with 50-100 students per session. It is lucrative for him and the license holder.
To commemorate his 25 years as one of their most successful licensees they sent him ...
Find out the rest of the story.
Help Your Staff Shine
Managers scratch their heads when observing their staff, wondering, "What makes some employees exemplars of customer service, and some far below par?" While motivated -- and de-motivated -- employees often act on their own, it's their manager who either encourages great service -- or doesn't. If the manager rewards those who go out of their way to serve customers, others will see that's the level of service expected. And if a manager either lets someone slide or doesn't pay attention, others will see how little they can do.
Read a few ideas on how to increase your staff's performance
