Rebecca Morgan's Books

Calming Upset Customers: Staying Effective During Unpleasant Situations ISBN 1560526696 -- Third Edition

Learn what gets customers upset, what they want, and how to calm them. Assess your calming skills and attitudes. Know why it's important to calm these customers and turn them into satisfied customers. Understand how to avoid upsetting them in the first place. Make sure to use words that defuse defensiveness, rather than make the customer erupt. Know how to compose yourself and serve the next customer after the altercation. And managers, learn guidelines for what to do with your upset employee.

Having sold nearly 200,000 copies, this business best seller has been featured in USA Today, Oprah Winfrey, Home Office Computing, and National Public Radio.

A March '03 review of the third edition, by Harold McFarland, Editor, Readers Preference Reviews

"Calming Upset Customers is basically a workbook for dealing with difficult customers. It...explains...why customer satisfaction is so important and the various things that can be done to convert an upset customer into a happy customer. It is about solving...problems at the employee level before they become major problems.
"[T]his book is an excellent resource for anyone who has to deal directly with customers. The workbook format with various excercises throughout make this book an excellent training tool. It is a recommended read, but probably its best use would be to purchase a stack of them and hand it out to all new employees when they are hired. This is the minimum that every person involved in customer contact should know."

By reading this book and completing the exercises, you will learn:

Why it's important to calm upset customers
Why you want customers to complain
Six things you can learn about upset customers
Why customers become upset
What you can do to prevent customers from getting upset
How your words make a difference
What the upset customer wants
How to diffuse defensiveness
What to do after the customer has left
What managers need to know about calming upset customers

TABLE OF CONTENTS
Introduction
Assessing your calming skills and attitudes

Part 1: Why Is It Important to Calm Upset Customers?
Why It Is Important to calm upset customers
Upset customers don't return
You want customers to complain
Look at it as a learning opportunity

Part 2: Why Do Customers Get Upset?
Why customers get upset
A customer could be upset because...
What are avoidable upsets
Returning calls

Part 3: What Can You Do To Prevent Their Upset?
What you can do
Your personal presentation (grooming, dress)
Nonverbal communication/body language
Your words make a difference
Watch your words

Part 4: How Do You Calm Upset Customers?
Calming Upset Customers
What do upset customers want?
Listening habits
More words to watch
Additional pointers
Calming customers over the phone
Practice

Part 5: What Do You Do After the Customer Is Gone?
After the customer's gone
Incident review
Don't take it personally or bore your co-workers

Part 6: What Are Guidelines for Managers?
Guidelines for managers
Creating an environment for customer satisfaction
Using this book for a staff meeting
When managers calm upset customers
Managing upset employees
Review: What did we cover?

Assessments

$13.95 US | To Order

Other customer service success tools:

Recipe for Customer Service Success (recording) ($12.95)
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Calming Upset Customers (training video)
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Calming Upset Customers (CD learning)
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Single user license is available ($99), plus additional users and unlimited license (contact us for more info)

Customer Service Power Pack - One Calming Upset Customers and Recipe for Customer Service Success audio tape
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Professional Selling: Practical Secrets for Successful Sales ISBN 0931961424

The bottom line is: you'll learn how you can close more sales. This book covers how to get prospects, make cold calls, get down to business, close for commitment, overcome objections, understand what your prospect wants, manage your paperwork and follow up easily. Everything you need to help you make more sales today! Come learn the secrets that tens of thousands of other salespeople have learned to help them succeed. Maybe some of those are your competition!

TABLE OF CONTENTS
Introduction
Sales Success: Do You Have What it Takes?
Professional Salesperson's Quiz

Part I: Getting Started
Finding Prospects
Acquiring Referrals
Using the Telephone to Qualify and Get Appointments
Overcoming Telephone Cold Call Reluctance
Defrosting Telephone Cold Calls
Write Your Own Telephone Outline
Telephone Cold Call Checklist

Part IIA: Face-to-Face Selling: Understanding The Process
Presentation Strategies
Starting the Interview
Asking Questions
Facts/Features, Transitions and Benefits

Part IIB: Closing For Commitment
Testing for Buying Interest
Sample Closes
Reducing Resistance and Countering Concerns
The Importance of Nonverbal Communication
Reviewing Your Efforts

Part III: Face-to-Face Selling: Understanding Your Customer
Selling to Different Communication Styles
The Four Communication Styles
Understand Your Style
What Did I Discover About Myself?
Communication Styles Practice
Case Situations

Part IV: Organize For Greater Sales
Prioritizing Your Clients/Prospects
Conquering the Paperwork Mountain
Follow-up Made Easy: A Tickler/Suspense File
Salvaging Scrap Time
Make Notes
Using a Prospect Lead Form

Part V: Review
What Did We Cover?
Crossword Puzzle Review
Bibliography

AUTHOR'S COMMENTS

When the publisher asked me to write this book, I was thrilled to share what I'd learned from my sales mentors and from customers. I distilled all the good information down into just the best ideas that really worked. So packed in these pages are the best practices of the top salespeople I know, as well as what I've learned and refined in my many years as a professional salesperson.

I hope you enjoy this book and apply the information to make your sales skyrocket!

By reading this book and completing the exercises, you will learn:

Secrets that make top salespeople successful
37 proven methods to defrost telephone cold calls
How to qualify your prospects
What and what not to say in a face-to-face sales meeting
The sales process: how to conduct the interview and get the sale
10 common benefits which will sell your product or service
How to make a smooth transition from features to benefits
A professional process for closing the sale
How to respond positively to objections
How to prioritize your prospects and clients

Crisp Publications $13.95 US | To Order
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Other sales success tools:

Defrosting Telephone Cold Calls (recording) ($12.95)
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Creating Sales Success (recording) ($12.95)
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Sales Power Pack - both recordings and book ($40 value) only $35

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TurboTime: Maximizing Your Results Through Technology ISBN 0-9660740-0-9

If you're like most people, you use less than 20% of the power of your technologies. How can you get the most use out of the incredible tools right at your fingertips? This Special Report/eBook tells you how.

TurboTime discuss simple, inexpensive ways to maximize what you probably already own. It's written in plain English, not techno-babble, so even if you're technologically inexperienced, you'll walk away with specific ideas you can apply tomorrow.

This isn't a "what-keystroke-to-hit" kind of book. It's a motivational/informational guide to help you get excited about more effectively using the tools you already have. It explains productivity tools you may know about, but aren't using. It shows you why you would want to use a tool, and tips on using it.

The information in this eBook will help you easily and quickly accomplish more.

Topics include:

Understanding and using macros for repetitive keystrokes
Using e-mail effectively-do's and don'ts
Keeping on top of your schedule
Maximizing an electronic rolodex/contact manager
Creating and showing presentations via computer
Backing up data easily and regularly
Automating repetitive tasks

Contents of this Special Report/eBook:

A Love Story
"Leverage Time with Technology"
Helpful Hints
Backup
Hardware & Software Suggestions
Hardware
Desktop Computers
Fax/Modems
Telephone Headsets
Scanners
Road Warrior Tools
Software
Automate Your Office for Efficiency
Personal Information Manager/Calendar
Contact Managers
Auto Dialers
Financial Information Managers
Desktop Publishing (DTP)

The Dangers of Desktop Publishing
Electronic Presentations
Utilities
Shareware & Freeware
Other Resources
Internet/World Wide Web
Web Tips
E-Mail
TechnoTouch
Online Services
AOL Resources & Tips
Magazines
User Groups
Purchasing Resources
How to Choose a Computer Consultant
Information of Specific Interest to Speakers, Trainers, and Consultants
Free Online Newsletter
Free Updates

$19.95 US | Order this eBook ($19.95)
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Other personal productivity success tools:

Making Time Work For You (recording) ($12.95)
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TurboTime: Maximizing Your Results Through Technology (audio recording) ($12.95)
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Time Mastery Profile (self-assessment) ($17.50)
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Personal Productivity Power Pack - both recordings, eBook and profile ($63.50 value) only $55

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Life's Lessons: Insights and Information For a Richer Life
ISBN 0-9660740-1-7

Rebecca Morgan imparts her wit and wisdom in this captivating book as she shares her experiences and discusses sage lessons with her readers. Life's Lessons: Insights and Information for a Richer Life is both a mixture of philosophy and practical ideas. It's a compendium of astute essays on the lessons life provides us and how to use these teachings to create a richer life.

Rebecca uses her own experiences to spawn life's lessons-giving yourself a motivational talk, taking a calculated risk, or how our lives parallel hiking a muddy trail in Molokai. She speaks as if she were sitting next to you, sharing her insights conversationally and with humor. Rebecca is simultaneously humorous and profound.

You'll enjoy the easy to read, short chapters which make Life's Lesson's engaging. Come, start learning the lessons Rebecca has to share...

"I've listened to the Life Lessons tapes and have really gained some insight and "tools" as to how I should be navigating my way through life and interacting with others." --Claudia Trujillo

AUTHOR'S COMMENTS
This is a collection of some of my most popular articles -- most have been published in national periodicals over the last ten years. My audiences had wanted to read more of my unique spin on life's events. So I compiled these into one neat volume. Of all my writings, these are the closest to my heart. I hope you'll enjoy them as much as the thousands of others who've read them in various periodicals.

Contents:

About the Author
A Formula For Growth
Being Coached To Be Your Best
Life's Lessons
Giving Yourself a Motivational Talk
Giving Verbal Hugs
Creating Your Own Paradise
Giving up Good for Better
Waves Are Like People
What's In A Name?
Taking Calculated Risks
Even Communication Experts Miscommunicate
The Power of Commitment
Are You Listening?
The Trail As Life
The Power of Our Words

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Order this 2-cassette tape album ($19.95)
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See below for other inspirational resources

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Inspiration Power Pack #1 -- both Inspiring Others to Win book and Life's Lessons eBook ($27 value) only $25
Inspiration Power Pack #2 -- both Inspiring Others to Win book, Life's Lessons eBook and Life's Lessons tape album ($47 value) only $40

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Other customer service resources are listed at the top of this page.

(Order form is in Adobe Acrobat PDF)