by Rebecca Morgan | Dec 14, 2012 | Customer Service
No one wants to be pushy or smarmy. No one wants to irritate or alienate customers. However, nearly everyone likes to help others. So why do customer service reps — who probably have the most frequent contact with your customers — find it challenging to...
by Rebecca Morgan | Dec 12, 2012 | Customer Service
I was stunned at the stories — all true — of demanding, self-absorbed customers. The customers all had one thing in common — they’d stayed at one of several elite hotels in a major European city. Regaling me with outrageous tales at dinner, a...
by Rebecca Morgan | Dec 7, 2012 | Customer Service
For the past 10 Christmas’s, my sister and nieces have given me a 3-pound apple covered with carmel, chocolate and almonds. The yummy treat lasts a long time as I slice off a morsel or two for dessert. This year she gave me my gift early and I anxiously cut into...
by Rebecca Morgan | Nov 21, 2012 | Developing People
Even if you don’t understand the language being spoken, you can comprehend much of a conversation by the voice tone, facial expressions and gestures. So I watched carefully as my Turkish friend and owner of English Test School in Eskisehir, Tamer...
by Rebecca Morgan | Nov 19, 2012 | Developing People, Management Training
Many of those delivering leadership training have an almost religious fervor in their conviction for it. These ardent fans can be staunch if they’ve grown up in organizational cultures that didn’t allow or encourage any push back or critical thinking about...
