|Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant
Developing your key talent for
Grow Your Key Talent
a Deal if I'm Working Near 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 29 San
12 San José
April 17-18 Santa
April 24 San José
May 6-7 Juneau, AK
May 8-9 Seattle
May 10 Portland, OR
May 15-16 Portland,
July 17-20 Orlando
July 21-22 Orlando
18 Shelton, CT
22-25 Reno (hold)
Customer Service ... and Disservice: Case Studies and Discussions to
Increase Your Customers' Delight
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.
|Grow Your Key
Talent: Thought-Provoking Essays for Business Owners, Executives and
Managers on Developing Star Staff
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.
Me a Call!
I'm always happy to brainstorm with you.
10 Blogger Award
I am honored to be recognized as a Top 10
Blogger by Toolbox for HR. They determined this by the number of people
reading all of the blog postings and mine was in the top 10.
Also, in November and December 2009,
bloggers from Toolbox for HR, Toolbox for Finance, and Toolbox for IT
had the opportunity to participate in the 2009 Blogger Derby.
Contestants were asked to submit blog posts focused on three themes and
were judged by a Toolbox.com bloggers committee.
My entry, "Leadership Lesson
from Brunei" won 3rd place in the category "What was your
most inspirational workplace story during 2009?"
Service Delight Exemplars
Every once in a while I come across customer service providers who "get
it" -- they do something that sets them apart by doing something a
the Trader Joe's cashier, Sofitel housekeeper and Brazilian Burger King
did to delight their customers.
You Use Adult Supervision?
We all have areas of weaknesses. Instead of
struggling with critical areas where you've not yet been successful,
you need to admit it. Surrender. Realize you currently don't
have the skills or judgment to be
left to your own devices.
This is easy when it comes to things like car repair, complicated
taxes, legal issues, and even computer upgrades. You know you're out of
your league and think nothing of hiring a specialist.
Find out how to
enlist help on areas you know you could do better.
Your Presentation on Time Shows Professionalism and Respect
In the world of professional speaking, not
ending when your client has told you to end is a big sin. Yet it is
rampant among non-professionals.
This is seen as a sign of arrogance. People
feel it says that you think you are more important than the schedule
the meeting organizer has painstakingly crafted. It means the audience
will have less time for breaks, or that someone else will have to cut
their presentation to accommodate your inconsideration.
If you haven't taken your presentation
seriously enough to time it, you're being disrespectful of your
audience and the meeting organizer.
Want to know what
keeping on time telegraphs about you?
Dates for the "Get It Done Program"
My new "Get It Done Program" was launched this year to help people vet
ideas they hear from teleseminars, webinars, conventions, and seminars.
Most people get excited about a concept but have no idea if it will
work for them, if it fits their strategies, and how to implement it. I
take the role of Chief Noodler to think through their ideas and come up
with a viable action plan. I meet with a small group (generally 6
people) for two days and help them suss it out. There is no lecture,
except explaining whatever info they need in context of their desired
Attendees get the 2-day small group kickoff, 1-on-1 monthly coaching
with me to help them move forward and a monthly group
mastermind/coaching call. During our 6 months working together, I
helped one man who worked on his book
manuscript for 13 years and then got stuck on what to
do next. By the end of our 6 months, he had his printed
book in hand and I've been working with him on marketing strategies and
tactics which has enabled him to sell lots!
April 17-18 Silicon Valley (near the San Jose airport)
May 8-9 Seattle, WA
May 15-16 Portland, OR
July 21-22 Orlando, FL
Read more on this
I overheard a friend talking to a customer
service rep on the phone. He briefly explained the problem he was
experiencing and the rep responded. He went ballistic, raising his
voice telling her that the solution she suggested was stupid and why.
His voice got louder and his language more accusatory, sprinkled with
I had to leave the room.
Read why he justified
his behavior and what I did about it.
Edition of Calming
Upset Customers Released
The new, fourth edition of Calming Upset Customers
is now available. The new publisher, Axzo Press, chose the top 10 best
sellers in the Fifty-Minute Series to revise and re-release.
I'm happy to autograph any books ordered
through the link below.
More info on this book