Success Tools and Learning Resources
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Rebecca is the author of four books and the co-author of four others. Two of her books have been translated into nine languages. Her easy-to-digest, upbeat and practical writing style makes her books wildly popular. Calming Upset Customers and Professional Selling are best-sellers, having sold over 250,000 and over 200,000 respectively. We are excited about our newest service, the Managers Discussion Guide Program. This program enables managers to faciliate a structured discussion around key issues at monthly meetings (staff meetings or brown bag lunch discussions). Each manager receives discussion leaders guides for each month, which entails a simple script to follow, including what questions to ask the staff, as well as possible staff responses. The guides are designed to fit into a 20-30 minute time frame. Each module has reproducible handout masters for the staff. There is a preface which covers how to best use the guides, how to lead effective discussions, and how these discussions are different than a training.
Additionally, the manager attends a monthly half-hour conference call training to walk through the month's module before they lead their discussion with their staff. Each month everyone will be discussing the same module. This conference call will be conducted by bestselling author and customer service expert Rebecca Morgan or one of her senior consultants.
Our recordings have been acclaimed by reviewers and purchasers alike. They are easy to listen to and full of immediately usable ideas. Many listeners report the recordings are so full of useful ideas, they relisten again and again.
We are long-time distributors and users of Inscape Publishing's assessments, or profiles. These tools help you assess yourself in many areas so you can make adjustments to become more effective. They incorporate the highest research standards. If you want to know more about what makes you -- and others -- tick, check out these various tools.
Since two of Rebecca's bestselling books are published by Crisp Learning, we carry their full line of high quality books, training videos, individual study audio programs and computer based training products. Their catalog features learning materials on every element of professional development. Call or email us for details and quantity discount information.Following are our success resources, grouped by topic. We offer some great deals when you order quanties -- you can mix and match or order multiple copies of the same resource.
Managers Discussion Guide Program for Customer Service
Read more details and enroll in this revolutionary program that enables you to have a meaningful discussion with your team at a staff meeting on a focused customer service topic. And in only 30 minutes per month!
Calming Upset Customers (book) - How do you make your upset customers happy? What can you do to ensure upset customers will return, will be satisfied, and will refer others to you? Learn what upset customers want, how to calm them, and how to retain their business. Upset customers are a part of every organization. If they are responded to promptly and professionally they will become some of your most loyal customers. You'll learn how to do this. Having sold over 250,000 copies, this business best seller has been featured in USA Today, Oprah Winfrey, Home Office Computing, and National Public Radio.
More information about this book
Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight (eBook) -- 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.
Order this eBook $10
Recipe for Customer Service Success (MP3) - This entertaining and informative session gives you three key ingredients every manager needs to include in their own recipe for customer service success. The concepts are illustrated with relevant stories and examples. Learn how to mix up your own version of customer service success, how to define, match and exceed your customer's expectations, how to reinforce and reward the behaviors you want repeated, and what to do if your customers have become "Nordstromized." This program is taken from a live recording, with studio narrative mixed in.
Defrosting Telephone Cold Calls (MP3) -- This studio-recorded presentation covers important questions such as: How do you get through telephone "guards" -- the receptionist? How do you overcome call reluctance? How can you qualify the call to see if your product/service and the prospect are a good fit?
"This superb recording provides invaluable pointers on significant details that are often overlooked by cold-callers. You'll find this session a worthwhile addition to your library." --James Crawford, Reviewer, Personal Selling Power
Creating Sales Success (MP3) -- This studio-recorded presentation is based upon interviews with top sales performers and what they said made them successful. It categorizes their comments into four main behaviors of successful salespeople. This program was so well received, Nightingale-Conant asked Rebecca to record it for their popular "Sound Selling" audio magazine.
Professional Selling: Practical Secrets for Successful Sales (book) -- You'll learn how you can close more sales. It 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. Sold over 200,000 copies.
More information about this book
Making Time Work For You (MP3) -- This studio-recorded presentation includes "Vanquishing Procrastination," "Salvaging Scrap Time," "Silencing Visual Noise," and "Time Tips."
"I knew I'd found genius when I heard Rebecca Morgan. [She] has produced a fine...tape that covers the essentials of time management, offers entertaining insights into human nature, and holds your interest..." --James Crawford, Reviewer, Personal Selling Power $15
TurboTime: Maximizing Your Results Through Technology (special eReport) -- This 80+ page eReport (PDF) is designed for beginning and intermediate technology users. In simple, non-techno language, it explains how to use productivity tools that you probably already own.
More information about this eReport
Time Mastery Profile (self-assessment) -- The Time Mastery Profile provides a personal assessment tool and an action planning workbook in one time management resource. Learn to focus on priorities, increase productivity, and respond to opportunities by assessing time management skills in twelve areas: Attitudes, Goals, Priorities, Analyzing, Planning, Scheduling, Interruptions, Meetings, Paperwork, Delegation, Procrastination, Time Teamwork. Use the profile to develop a customized time management system to master every moment in your busy schedule. Because the Time Mastery Profile focuses on behavior, it can be used with any calendar or planner system.
More information about this profile/assessment
Order this paper profile $22.50
Order this online profile with personalized report $31
Using Gimmicks, Games, & Gizmos to Enhance Learning (MP3) -- This entertaining recording in front of a live audience covers how adults learn, plus dozens of techniques for using creative exercises and props to increase involvement. Full of easily adaptable ideas.
The MeetingMinder - When placed on the stage of any standard overhead projector, the MeetingMinder projects in large numerals the amount of minutes/seconds remaining during timed events. A Pre-Alarm warning feature lets you set a warning of 0, 1, 2, 3, 4, or 5 minutes before time set for activity is to expire. The MeetingMinder can also be placed on a desktop in a stand-up position for personal or small group viewing. An indispensable tool for all presenters.
Management and Inspiration
Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff (eBook) -- 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.
Order this eBook $10
Life's Lessons: Insights and Information for a Richer Life (eBook or MP3) -- Rebecca imparts her wit and wisdom in this captivating book as she shares her experiences and discusses sage lessons with her readers. She uses her experiences to spawn life's lessons -- giving yourself a motivational talk, taking a calculated risk, or the parallels of hiking a muddy trail on Molokai with how we live life. She speaks as if she were sitting next to you, sharing her insights conversationally and with humor. She is simultaneously humorous and profound.
"I've listened to the Life Lessons recording 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
More information about this resource
Order this eBook $10
Order this double MP3 $20
Inscape Publishing's profiles/assessments, include the following:
DiSC Classic Profile/assessment
More information about the DiSC Classic Profile/assessment
DiSC Classic, $20.50 each
DiSC Classic Facilitator's Kit, $600
This profile is also available in an online version with an instant report emailed to the respondent. Once ordered, within one business day we'll email you a unique URL that allows you to take the assessment online.Download a free sample report of the basic DiSC Classic online profile
Order the basic DiSC Classic online profile with personalized report, $31
You can choose a more detailed version of the DiSC Classic online profile, including these customized reports: Relating to People and the Environment, Strategies for Creating a Positive Relationship, Strategies for Managing, Approach ot Managing Others, approach to Selling, Strategies for Sales Management.Download a free sample report of the advanced DiSC Classic online profile and personalized report
Order the advanced DiSC Classic online profile with personalized report, $62.00
Coping & Stress Profile/assessment
Dimensions of Leadership Profile/assessment
Discovering Diversity Profile/assessment
Team Dimensions Profile/assessment
Personal Learning Insights Profile/assessment
Personal Listening Profile/assessment
More information about the Personal Listening Profile/assessment
Personal Listening Profile, $20.50 each
Personal Listening Facilitator's Kit, $600
This profile is also available in an online version with an instant report emailed to the respondent. Once ordered, within one business day we'll email you a unique URL that allows you to take the assessment online. Order the Personal Listening online profile, $31
Time Mastery Profile/assessment
More details on these assessments
More information about the Time Mastery Profile/assessment
Time Mastery Profile paper profile, $22.50 each
Time Mastery Facilitator's Kit, $600
This profile is also available in an online version with an instant report emailed to the respondent. Once ordered, within one business day we'll email you a unique URL that allows you to take the assessment online. Order the Time Mastery online profile with personalized report, $31
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