Calming Upset Customers

March/April 2010
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.

March 29 San José
April 12 San José

April 17-18 Santa Clara
April 24 San José
May 1 San Francisco
May 6-7 Juneau, AK (hold)
May 8-9 Seattle
May 10 Portland, OR
May 15-16 Portland, OR
July 17-20 Orlando
July 21-22
Oct. 18 Shelton, CT
Oct. 22-25 Reno (hold)

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.

Top 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 bloggers committee.

My entry, "Leadership Lesson from Brunei" won 3rd place in the category "What was your most inspirational workplace story during 2009?"

Customer 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 little extra.

Read what the Trader Joe's cashier, Sofitel housekeeper and Brazilian Burger King did to delight their customers.
Could 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.
Ending 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?

New 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 projects.

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 unique program
Customer Service Bullies

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 cursing.

I had to leave the room.

Read why he justified his behavior and what I did about it.
New 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