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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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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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.
April 4 New
Orleans
April 18 Vancouver
April ?
Brunei
May 2 Batam,
Indonesia (public: Interpersonal Communication)
May 4 Singapore
(available)
May 5 S'pore ( public: Time Management
Triumphs)
May 6 S'pore HR Summit
( Using Gimmicks, Games &
Gizmos To Enhance Learning)
May 7 S'pore (TBD)
May 8 S'pore
(in-house)
May 11-12 KL, Malaysia
(public: Effective Customer
Communication)
May 13-15 (hold for SE
Asia)
June 12-13
Tulsa, OK
June 12-13
Wichita
July 18-21
Phoenix
Aug. 31-Sept. 4 Malaysia
(hold)
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Joint Venture with Your Association?
If you are on the staff or board of a national association and
would like to explore how I could help increase your non-dues
income, give me a call ASAP.
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 Find out
more about how to calm down your upset customers with
professionalism, either through live training or the book.
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Give Us a Call!
We're
always happy to brainstorm with you.
408/998-7977
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Sales Skills for
Non-Sales Staff
In this economy, every employee must become a salesperson. You
can't afford to have anyone on staff who isn't doing some
marketing effort.
You may think that accounting, HR, facilities, and other support
staff are immune from cementing relationships with customers,
encouraging current clients to buy more, or unearthing new
opportunities. Even engineers, manufacturing workers and
receptionists can have a sales attitude. When trained and
incented, these people can become solid lead generators.
But how do you turn someone who doesn't have a sales personality
into one who seeks out and seizes sales possibilities? That's
where we come in. We partner with you to develop a meaningful
reward system and give them the knowledge and skills to take the
plunge. The concepts can be easy, like expanding their
connections in LinkedIn to encouraging them to have upsell
conversations whenever they interact with a customer.
When people understand that they are not only helping your
current and potential customers, but are possibly saving their
own jobs, they are motivated to act! But only when given the
right resources to be successful in their attempts.
For more information on how this program could benefit you,
click here.
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Is
Training Punishment for Your People?
Last summer I read an article about US Airways
pilots who, because of the increase in fuel prices, were forced
to take fuel-management courses if they ordered an extra few
minutes of fuel for their flights.
One former Continental pilot, Bruce Meyer, said he had to hide
that he was putting a safety cushion of fuel on board.
Then US Airways pilots took out an ad that said the airline
"embarked on a program of intimidation to pressure your captain
to reduce fuel loads." Senior pilots -- those who are well aware
of the vagaries of flights -- were targeted for fuel conservation
training.
Their punishment was training!
Read how to position your
training positively, not as punishment.
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Effective Customer Complaint Management
Now, more than ever before, you need to ensure
every customer remains a happy customer, even when there is a
problem. How your staff deal with problems and complaints will
determine if that customer returns, buys more and/or tells others
about their experience.
My seminar "Effective Customer Complaint Management: Customer
Service Excellence Strategies for Driving Customer Satisfaction,
Loyalty and Experience" is a comprehensive program and can be
geared toward executives determining which data to gather and
mine, to managers overseeing customer complaints, to the
front-line skills needed to calm down upset customers and turn
them into satisfied, loyal customers.
Read how you can
strategically turn complaints into an opportunity to solidify
your relationship with your customers.
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Do Your
Staff Follow Through on Your Advertisements' Promise of Superior
Service?
Companies can pay millions of dollars
in advertising their superior service. But if their staff doesn't
actually deliver that service, that advertising just sets up
expectations that aren't met, then you get unhappy
customers.
I was excited about flying Emirates Air, as my friend Randy Gage
waxed on about their service. Granted, Randy flew in one of their
First Class suites (private bedroom, shower available). I was in
coach. Although I'd flown Singapore Air a number of times, I
wanted to see how the Emirates service compared.
My 15-hour non-stop flight trip from SFO to Dubai got off to a
rocky start at check in.
Read more on what happened and
lessons you can apply to your organization.
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Service Secrets from the World's Most Luxurious
Hotel
What makes a hotel 7-star? How do the hire and train staff to
ensure service literally fit for kings? Dubai's world-famous Burj
Al Arab hotel holds the answers.
Read the lessons learned
from the private tour I arranged with the Burj's training
director as part of my 4-day class of executives on "Customer
Complaint Management" in Dubai.
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