by Rebecca Morgan | Mar 10, 2013 | Customer Service
Wouldn’t it be great if every customer was ecstatically happy with you all the time? Imagine how easy your job would be — you’d merrily go about your business serving additional customers, selling more, and creating win/win solutions. Unfortunately,...
by Rebecca Morgan | Mar 8, 2013 | Developing People, Management Training
Traditional advice is to set stretch goals, a tad beyond what you believe you can achieve, then celebrate when you’ve achieved them. I have a different perspective. Don’t focus on if you achieve them. Set audacious goals and look at who you have to...
by Rebecca Morgan | Feb 1, 2013 | Developing People
Here’s a short (7-minute) video interview of me from the Peryon HR Conference in Istanbul discussing some key points from my presentation, “The Power of Our Words.”
by Rebecca Morgan | Jan 23, 2013 | Customer Service
I set up a new account at my bank, which meant I needed to create a new online user name, password, etc. The setup email said to put a “9” in front of my tax ID number on the online banking screen. I did. The system would not let me proceed. Frustrated, I...
by Rebecca Morgan | Dec 20, 2012 | Customer Service, Developing People
One of the hallmarks of a great customer service rep is someone who knows his/her customers so well, s/he can understand what the customer may need, often before the customer does. This is not an easily taught skill. I learned some of what it took from various jobs....
