Calming Upset Customers

January/February 2010
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 Talent
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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.

March 18-20 Biloxi, MS
May 10 Portland, OR
July 17-21 Orlando
Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight

Calming Upset Customers

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.

More info
Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff

Calming Upset Customers

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.

More info
Give Me a Call!

I'm always happy to brainstorm with you.

408/998-7977
New "Get It Done Program"

We've found that most professionals don't need a lot of new information to help them move forward in their projects. They need help brainstorming options, refining their action plans and support in implementation. And perhaps some help blasting through what's stopped them in the past.

I've seen tremendous success with independent professionals and executives who have sought my consulting in this area. So I'm expanding it into an intensive 6-month program, blending an intensive 2-day in-person group session, individual coaching, and group coaching calls.

We're setting the dates and locations now, so read the details and let us know if you're interested in helping us bring this to your area.

Read more on this unique program
Resetting Your Default

We think of computer programs and other electronic equipments having a default - a setting that is standard unless you change it. But we don't think of people having a default - what we do when we do automatically, without questioning if this action (or inaction) will help us achieve what we want.

Read how to be more aware of your defaults
Are You Giving Your Future to Others?

Recently I coached a CEO who ran several successful companies simultaneously.

Her biggest challenge was she worked 16 hours a day, 6 days a week. She loved her work, and had competent staff, but she couldn't find 30 minutes a day to work on a critical project that would catapult her primary business.

Read about the breakthrough that helped her move forward

Balancing Friendliness with Efficiency

I stood in line today watching two clerks helping customers. There were five people in front of me and ten behind me. The clerks seemed to have molasses in their veins.

As they chit-chatted with the customers, I noted that normally I'd think they were being friendly. But they weren't working while they chatted and if the customer was filling out a form, the chatting took him/her away from the task, so it took much longer than needed for the line to move.

How could these clerks been both friendly and efficient?

Learning More Than You Teach

At the end of the year, if you're like me, you review the last twelve months and note the highlights. One of the tremendous perks with being an international consultant and speaker is the opportunity to see very different worlds. My recent visits to Dubai, India and SE Asia have yielded images I wouldn't have imagined.

Read my observations about working in different cultures
Are Your Coupons and Sales Backfiring?

Like many holiday shoppers, I was looking for the best deal. And judging by the 25-person line at checkout, so were many others, even on a weekday morning. But I wasn't the only one who was disappointed by the store's confusing come ons.

Learn how when not coupled with sound management strategies can backfire

At Work Are You More Like a Chorus Line Dancer or a Soloist?

I'm not asking if you can high step or pirouette. I was struck by the metaphor of dancing style and work style while in my Jazzercise class.

Which style most describes you?

Bad News in the Newspaper Service Department

Two copies of my local newspaper were delivered to my house every day last week. I'd put the paper on a brief vacation hold the previous week, so thought something got screwed up when it restarted. I thought it odd my carrier would deliver two papers to the same house.

I called to report the two copies.

Read what the customer service rep said that made the call go downhill.