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.
July 10-13 Wash.,
DC
July 15-17
SE Asia
July
18 Singapore (hold)
July 21-24
Jakarta
July
25 Singapore (hold)
July 26-29 SE
Asia
Aug. 1-5 New York
City
Aug. 6-10 Lake
Placid
Aug. 25-26
Malaysia
Aug.
28-29 Vietnam
Sept. 1-2 Thailand or
Philippines
Nov.
20-23 Phoenix
Feb.12-15
Orlando
May 9
Vancouver
July
18-21
Phoenix
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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. |
Give Us a
Call!
We're always happy to
brainstorm with you.
408/998-7977
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What's Your Definition
of Above-And-Beyond
Service
Internationally
acclaimed concierge-level service speaker Holly Steil,
and I were talking about what constituted world-class service.
I had just returned from Malaysia and Singapore where I stayed
in 4- and 5-star hotels. I gave her a few examples of what I
thought was extraordinary service.
Read my
examples and Holly's comments on what makes superior
service.
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13 Ways to Get More
Done at Work
"If I only had just one more hour a
day..."
How would you spend it? More than half
of those polled say if they were only more productive at work,
they would spend more time with their families. Instead, the
work piles up, time speeds by, and you play tug-of-war between
your task lists and your desire for personal time. It's no
surprise we are feeling this way-with the recent slump in the
economy, we are working harder to keep our jobs and our senses
of fulfillment.
Do you want some of time-tested methods
to optimize your everyday routine? Get ideas on how to
optimize your time at work, so you can enjoy life outside the
office.
Download the PDF
article which includes tips on:
- Silence Your Visual Noise
- Fine-Tune Your Focus
- Look for Allies to Accomplishment
- Tame the Email Ogre
- Take a Productivity Pause
- Continuously Improve
- Redeploy the Troops (Your Past Work)
- Play the End Game (Set an End Time on Work)
- Find Face-Time
- Tickle Your Tasks
- Caution: Brake for Interruptions
- Practice "No-ing"
- Go Away
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How
Do Your People React to Dissatisfied
Customers?
I was returning the $200
Z-Coil sports shoes I thought would help my heel pain. I'd
purchased them the previous week with the provision I could
return them with no restocking fee if my physical therapist
didn't approve of how they supported my feet. It took me a few
days longer to get in to see her than I thought.
Andrew, the manager, said I could wear them around my
house to see how they felt and still return them if needed. I
did just that.
My PT said the coil in the heel was too
unstable for me. I explained this to the salesman at the
counter. He said he would refund me minus a "sanitation" fee.
I told him Andrew, who was helping another customer, said
there was no return fee. Andrew came to the counter and looked
at the shoes. He threw them back into the box and said they
were too worn to waive the fee. I told him I wore them only
around the house, as we had agreed. He gave me a disgusted
look.
I was not surly or belligerent. I was calm, yet
clear on what we had agreed. There was no need for him to
throw the shoes in the box nor give me the look he did.
As a result, I will never recommend anyone to this
store, and on their feedback form I pointed out Andrew's
unprofessionalism. Other customers in the store heard the
interaction.
How could Andrew have handled it
differently? Read my
ideas and what you can do to help your people respond
appropriately.
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What Do Malaysians And North Americans Have in
Common?
I got to answer this question for myself
when I spoke in Kuala Lumpur, Malaysia. I had two engagements,
one speech for the Malaysia
Association of Professional Speakers annual convention,
where I spoke on "TurboTime:
Maximizing Your Results Through Technology."
The second presentation was a two-day intensive seminar for
executives on "Creating
Customer Service Excellence." This program was sponsored
by Elite
Citadel, a seminar promoter for SE Asia.
What did I notice about the two audiences that was similar
to North American audiences? Read my
observations.
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Bully
Free At Work: Surprising Facts You Need To Know About
Workplace Bullying
Read this
article on bullying in the workplace by my colleague
Valerie Cade, who is a world-wide authority and speaker on
workplace bullying and author of Bully Free at Work™. Since
some upset customers are bullies, we thought this article
would be useful to you.
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