by Rebecca Morgan | May 8, 2011 | Customer 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...
by Rebecca Morgan | Mar 30, 2011 | Misc.
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. Go to their web page to listen to the...
by Rebecca Morgan | Mar 28, 2011 | Customer Service, Developing People, Management Training
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...
by Rebecca Morgan | Mar 21, 2011 | Customer Service
“No surprise!” 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...
by Rebecca Morgan | Mar 15, 2011 | Developing People
I witnessed a painful (to me) conversation between two male colleagues I admire. I’d been asked by Colleague A to attend a meeting between the 3 of us as we all serve on a committee together. I asked him the purpose of the meeting and he told me what he wanted...
