Calming Upset Customers

January/February 2011

Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant

Developing your key talent for strategic growth

Grow Your Key Talent


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.

Jan. 15 Los Angeles
Feb. 4 Richmond, VA
March 12 Denver
April 9 London
April 14-17 Amsterdam
May 28 Singapore (hold)
May 30-31 Jakarta


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.



Watch Webinar Recording

Gold Stars Speakers Bureau sponsored my webinar "Effectively Growing Your Key Talent: Are You Sunlight and Water - or Just Manure?" 

Watch it here


Do You Have European Colleagues?

I'm excited to be speaking in London and Amsterdam in April. I'm looking for one or two more organizations to serve while I'm in Europe. If you have colleagues who would benefit from a high-energy, high-content, fun presentation while I'm in London, the Netherlands, France, Belgium, or Luxembourg, I'd love you to introduce us via email. Just send us both an email introducing me to them and I'll take it from there.

I'll be returning to SE Asia in late May, so would love to serve more clients to that trip. So if you have colleagues there, please introduce us via email.


Retailer Shows Stellar Service Creates More Sales


I hate to shop. I'm an in-between size and find it difficult to find what looks good at a reasonable price.


Years ago I discovered the services of department store personal shoppers. They don't cost anything for their services and aren't high pressure. In fact, I've found they actually save me time, money, and many headaches. And I generally walk out of the store with items that fit and I can use.

Read how you can apply the lessons from this retailer to your organization


Talking to Pretend Participants

With traditional stand-up training on the wane in 2010, I began to be more assertive in offering virtual training to my clients. Many took me up on it. As the year progressed I got better and better at them - but, I learned recently, not perfect.

Learn how to punt during a webinar


Be Courageous When Initiating Negative Conversations

Recently I received a flaming email from an acquaintance taking me to task for a perceived lack of judgment which he found egregious.


I was dumfounded that he would take this route.


There were two major reasons I was taken aback.


See what those were and how you can avoid them.


Speaking Customer Service Reps' Language Yields Great Results

You've seen plenty of articles on how customer service providers should adapt to their customers to provide better service. This is sage advice - which I've given many times over the decades.


But how about reversing the concept for when you're the customer? What can you do to increase the likelihood you'll instill the "extra mile" behavior when you are being served? I've been experimenting with this and so far am thrilled at the results.

Read my examples of what transpired.


Are You Measuring the Wrong Things

The very helpful SunTrust Mortgage customer service rep was the epitome of professional. She was pleasant, thorough and genuinely wanted to help me resolve my problem.


However, the SunTrust computer system wouldn't let her.



Creating Disengagement 


I serve on a volunteer committee that's been meeting every two weeks for 4 months. In my 30 years of volunteering for this organization, this is the most frustrating experience to date.

Learn how you can avoid creating disengagement


Would You Like to Make Money in Your Jammies?

If you're an independent professional, you want to maximize creating income from your intellectual capital. To help my colleagues, I'm offering another "Making Money In Your Jammies: Create Revenue from Blogs, Teleseminars, Webinars and Related Products" webinar series.

If you'd like to learn how to earn more from your IP, see if this program is right for you.

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Rebecca Morgan, CSP, CMC | 1440 Newport Ave. | San José | CA | 95125