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May/June 2011

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 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.
  

May 28 Singapore (hold)
May 30-31 Jakarta  

Aug. 1 Anaheim, CA 

 

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

Redbox Customer Service is Golden

 

Often companies ignore the importance of empowering staff without "customer service" in their title. They think that the employees who aren't formally charged with customer interaction don't need to be customer focused. They usually don't invest much (any?) time or money to train these people. And they nearly never give them any tools to help ease any customer annoyance.

 

Imagine my surprise, then, at the customer focus of a Redbox video vending employee named Susan.

 

 

Do You Finesse - Or Just Frustrate?

 

Does your communication style in tense situations help or hinder the conversation? When things get heated, does your filter of how to be professional get clouded?

 

 

What Do You Consider "Above and Beyond" Service?

The luxurous Huis ter Duin hotel in Noordwijk, on the Netherlands' North Sea, is known for it's location and its comforts. As you would guess, it also has great service.

 

I have had the good fortune to stay in other fine hotels around the world serving clients. I appreciate good service. But at this conference of 200 attendees, this hotel did a few things that made it stand out above many others.

 

 

Federal Government's Customer Service - Oxymoron?

 

You say. "The government doesn't have a clue how to treat its customers -- us!"

 

The USPS spent millions a decade ago on customer service training. Generally, the clerks I've encountered are pleasant and some go out of their way to be friendly to their customers.

 

Other agencies not so much.

 

 

"You Are Being Rude!"

 

I was told this the other day after a tense conversation with a rep who made allegations about my actions that weren't true and kept interrupting me. I thought I was being logical, persistent and not letting her state things that were untrue. She thought I was being rude.

 

Can customers be rude?

 

Absolutely.

 

Can customer service providers be rude?

 

Of course.

 

Is it ever acceptable for a provider to tell a customer s/he is rude?

 

 

Listen to My Interview on "Monetizing Your Knowledge"

 

Listen to my interview on "Monetizing Your Knowledge" on Park City's KPCW show, "Mountain Money" hosted by Jude Anker and Pam Wiley. They were lively interviewers and asked good questions.

 

This is part of my work on helping professionals create revenue from their intellectual capital, otherwise known as Making Money In Your Jammies!

 

Go to their web page to listen to the recording.

This email was sent to rebecca@rebeccamorgan.com by rebecca@rebeccamorgan.com |  

Rebecca Morgan, CSP, CMC | 1440 Newport Ave. | San José | CA | 95125