Calming Upset Customers

November/December 2009
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.

Nov. 28-Dec.11 Bali (hold)
Dec. 18-20 Atlanta
Dec. 21-26 Wichita
May 10 Portland, OR
July 17-21 Orlando
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 Us a Call!

We're always happy to brainstorm with you.

Fresh Look to Web Site

We're excited to announce a brand-spanking new look to We think this fresh look and easy-to-navigate site will help you find what you need quickly. If not, let us know and we'll help you - and no doubt change the site!
The Surly Stylist

I'd been looking for a new hair stylist so decided to try an upscale one near my home who advertised a special deal. When I arrived for my appointment, the salon was empty but for a lone woman at the reception desk who was taking payment from a teenager and his mother.

They chit-chatted for about 5 minutes while I looked around the shop's retail area, then sat waiting for my appointment. The employee didn't acknowledge my presence in any way until the pair left. "Can I help you?" she asked.

Read what made me not want to return
Door-to-Trunk Service

She was petite at 5-foot-2, maybe weighing 115 lbs. As the door to her Park SFO off-airport bus opened so I could board, she rose from her driver's seat to stand in the doorway. She said hello with a big grin and reached out her hand to take my first bag.

See how she exemplified superior service
Waste Pick Up Mix Up

The landscape supply dump truck had piled my shredded redwood at the curb next to my driveway the day before my trash pick up. That same day, twenty-five feet away at the far end of my property, we piled the leaves and yard clippings for pick up by the yard-waste truck.

The driver got overzealous and scooped up the redwood as well as the yard waste. The previous week I had a shredded redwood pile in the same spot which he left, so who knows what prompted him to scoop it this time.

Find out what the supervisor did well - and not so well
New Inscape Publishing Product Catalog

The new catalog is available for download. Let us know what questions you have about which profile or facilitator's kit would be the best fit for your needs. We've been distributors since 1983 so know and use nearly all the profiles and tools.
Housekeeping Asleep at the Wheel

The upscale Houston hotel had just opened two weeks earlier. The hotel was appointed with trendy, hip furniture throughout. My corner room was no different. But just because it looked good, didn't mean the staff was up to par.

Learn what happened and how it might apply to your team
Bad News in the Newspaper Service Department

Two copies of my local newspaper were delivered to my house every day last week. I'd put the paper on a brief vacation hold the previous week, so thought something got screwed up when it restarted. I thought it odd my carrier would deliver two papers to the same house.

I called to report the two copies.

Read what the customer service rep said that made the call go downhill.
Listen to Rebecca Being Interviewed

Internet radio hosts Brian Sullivan and Tim O'Brien interviewed Rebecca on her newest books,  Remarkable Customer Service...And Disservice and Grow Your Key Talent. Listen to the lively banter about these two important topics.

Just right-click (Mac: option-click) to download this 25-minute session to load into your MP3 player.
New Books Now Available in Printed Version

We've now printed our newest two books, Remarkable Customer Service...And Disservice and Grow Your Key Talent. And we've updated and reprinted Life's Lessons: Insights and Information for a Richer Life. These are all available in eBook form, too.

Read the details.