Calming Upset Customers

September/October 2010
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
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)

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.

408/998-7977
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.
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.

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.

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.

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.
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

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.

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.