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.
Nov. 28-Dec.11 Bali
(hold)
Dec. 18-20 Atlanta
Dec. 21-26 Wichita
May 10 Portland, OR
July 17-21 Orlando
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Remarkable
Customer Service ... and Disservice: Case Studies and Discussions to
Increase Your Customers' Delight
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
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Grow Your Key
Talent: Thought-Provoking Essays for Business Owners, Executives and
Managers on Developing Star Staff
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.
408/998-7977
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Fresh Look to Web Site
We're excited to announce a brand-spanking new look to www.RebeccaMorgan.com/.
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!
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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
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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
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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
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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.
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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
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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.
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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.
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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.
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