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 blog
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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.
June 12-13 Tulsa, OK
June 13-16
Wichita, KS
June 18-23 Dubai Public workshop "Achieving
Customer Retention & Maximizing Customer Loyalty"
June 24-July 1 Oman
(hold)
July 18-22
Phoenix
Aug. 7-19 Brunei (hold)
Oct. 9-11 Wash.,
DC
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Rebecca's Recent Media
Appearances
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Calming Upset
Customers
Find out more about how to calm down your upset customers with
professionalism, either through live training, or the book.
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Professional Selling:
Practical Secrets for Successful Sales
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.
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Snapshots From Around the
World
While
awaiting take off on Royal Brunei Airlines, I was surprised when
the pilot said we'd have a prayer. A voice I assumed was an
imam's, chanted a prayer in Arabic. Our flight was without
incident.
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Give Us a Call!
We're
always happy to brainstorm with you.
408/998-7977
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Brunei Bank Managers Are Stars!
In
May, I had the honor of conducting a 5-day leadership,
communication and presentation skills course for 25 senior
managers at Bank Islam Brunei Darussalam. The group was fabulous.
They were hungry for information to be better leaders and
communicators. They embraced every exercise I asked them to do,
no matter how uncomfortable it felt.
Read more on this special group,
their comments and pictures.
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Special
Pricing for You on Our Newest Books
 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.
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Outstanding
Service at Brunei's Empire Hotel
My 7-night stay at Brunei's fabulous Empire Hotel began at the
lobby door. The Manager on Duty greeted me by name as I entered
the exquisite lobby. Quite a feat for a 450-room hotel.
At the front desk I was informed I'd have free Internet via DSL.
"No wireless?" I asked. The clerk paused, then said, "Hold on a
minute." She made a quick phone call and came back with, "I've
arranged to have a wireless router put in your room." "Is there a
charge for that?" "No charge."
I'd begun to see why this is such a highly rated hotel.
(Read more examples of their
outstanding service.)
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Singaporeans Hungry to Enliven Training
They were hungry for information on how to make
their training sessions more interactive and stimulating. The 500
attendees at my session at the Singpore HR Summit were from
a myriad of SE Asian industries. My session, "How to Enliven Training Using
Gimmicks, Games and Gizmos" proved to be the one of the most
popular seminars at the event.
When training SE Asia and the Middle East I've learned those
audiences love activities. North Americans like to be involved,
too, but sometimes, especially in Silicon Valley, they seem to
just want a data dump of the informaiton and consider role plays
and other activities as frivolous folderol.
Not so abroad. In fact, if you try to talk at them too long,
they start texting, getting emails, napping or leave! Of course,
this happens in No. American audiences as well.
("Read the description of "How to
Enliven Training Using Gimmicks, Games and Gizmos.")
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Buca di Beppo Service Goes Blop!
Buca di Beppo has been running a series of coupons to lure
customers to their restaurants. Unfortunately, once they've
accomplished that, they don't create an experience that has
customers wanting to come back.
Read my recent experience and
how you can apply the lessons to your organization.
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Charming Hospitality at Rustic Resort
After conducting a day-long seminar on
Interpersonal Communications in Batam, Indonesia, I decided to
relax for a few days at the island's rustic but peaceful ocean
front KTM Resort. The manager, Ms. Rina, took very good care of
me, situating me in a deluxe family cottage on the water. The
spacious 4-bed, two-bathroom cabana had a kitchenette and large
balcony overlooking the lagoon and ocean. Additionally, the
staff, especially Ryan, the assistant front desk manager, and
Glenn, the rooms manager, made sure my every desire was
fulfilled.
(See pictures and read more on
what the KTM Resort team did to make my trip memorable.)
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Free White
Paper
My friends at SupportIndustry.com are offering a free white
paper, "Best Practices for Coaching Your Support Team to Handle
Anything." It provides a step-by-step game plan for solving your
support agents' worst nightmares, based on the author's
experience in successfully "turning around" support performance,
as well as current research in the psychology of how we
communicate with people. In the process, you will learn how
specific, procedural skills -- both for how your agents respond
to customers, and how you coach your team -- can change
everything about how your interact with customers, in a way that
will impact both your support metrics and your bottom line.
Download the full white
paper.
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