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.
Sept. 11 San
Francisco
Sept.
18 Calgary, AL
Oct.
2 Sunnyvale, CA
Oct.
18-19 Shelton, CT
Oct. 20-24 Lake
Placid
Nov.
13 Dallas, TX
Dec.
4 Las Vegas
Jan.
15 Los Angeles
March
12 Denver
April
9 London
April 14-17
Amsterdam
May 28 Singapore
(hold)
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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
Me a Call!
I'm always happy to brainstorm with you.
408/998-7977
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Join
Me for Free Webinars
You're
invited to be my guest at the following webinars. (Times listed are
Pacific.)
? Sept. 15, Wed., 9:00 sponsored by
Toolbox for HR
"Effectively Growing Your Key Talent: Are You Sunlight and Water or
Just Manure?" More info
Sept. 28, Tues. 9:00
"Managing to Turn Upset Customers into Loyal, Delighted Clients" More info
Oct. 27, Wed. 9:00
"13 Tips for a More Productive Life" More info
I'd love you to join me for one or all of these.
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Presenters:
Be Both Earth-Friendly
and Audience-Friendly
As a presenter, you know that your audiences are increasingly
environmentally conscious. How do presenters incorporate more green
solutions without reducing your presentations' impact on our audiences?
How can you make your sessions greener? And how can you run your office
with more environmental conscientiousness?
Read specific ideas
for being greener in your presentations and office.
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Are
Your Reps Sharing Important Details?
At the
end of a recent call to a well-known company's customer service
department, the rep told me to email her a pic of the item in question
and gave me her email address that included her name. I wrote down her
last name as I heard it, Sutherland. I repeated this to her and she
confirmed.
What else should have
this rep done to ensure the email got to her and she avoided a
frustrated customer? Read on.
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When
Should Extra Charges be Disclosed?
No one likes a surprise bill. Whether if it's for more
than expected, or for something you thought was included in
the price.
So when should any extra charges be discussed?
Read the story and
tips.
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Do
You Expect Your Customers to Know Your Processes?
Organizations can assume that their customers are as educated on their
internal processes as their employees are. This assumption will cause
customer alienation if practiced too frequently.
How can you ensure
your people aren't making assumptions about what your customers know? Find out more.
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| Two
Free Personal 360 Reports for Leaders Still Available
There are
two slots left for qualifying clients for a free 360 report and
consultation (combined value of $650) for a leader in their
organization.
For a limited time, I'm offering this valuable assessment absolutely
free. Your "fee" is to take a brief online survey of your impressions
of the instrument.
More details here
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Avoid
Creating Disappointed Customers
The young
woman behind the Panera Bakery counter was perky, friendly and
efficient. "Great job on hiring," I thought to myself. When I added a
Diet Coke to my salad order, she smiled and handed me a glass to take
to
the self-service soda center away from the counter.
Discover
what the Panera staff did well and what they could improve.
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Would
You Like to Make Money in Your Jammies?
For
the last few years, I've been offering my program "Making Money In Your
Jammies: Create Revenue from Blogs, Teleseminars, Webinars and Related
Products" to independent professionals. Now I'm taking it on the road
and to the web. I'm traveling to 10 North American, European and SE
Asian cities in the next few months, as well as offering the program as
a 6-part webinar.
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