by Rebecca Morgan | Mar 26, 2010 | Customer Service, Developing People
In a recent “Calming Upset Customers” seminar, I explained why people go ballistic when angry. “When we’re upset, we behave from our emotions and have cut off all rational thinking. A rational person would think, ‘How can I best...
by Rebecca Morgan | Mar 25, 2010 | Developing People
Recently, I had the pleasure of speaking on “Grow Your Key Talent” to ice men. These are not aloof, indifferent and detached guys. They are the folks — predominantly men — who run ice manufacturing plants that provide cubed ice for beverages...
by Rebecca Morgan | Mar 24, 2010 | Customer Service, Management Training
I overheard a friend talking to a customer service rep on the phone. He briefly explained the problem he was experiencing and the rep responded. He went ballistic, raising his voice telling her that the solution she suggested was stupid and why. His voice got louder...
by Rebecca Morgan | Mar 6, 2010 | Developing People
We’ve set the new dates for the next “Get It Done Program” kickoff weekend in Silicon Valley. The 6-month program begins with an intense 2 days where a small group gets individual coaching helping create strategies and plans to catapult their career....
by Rebecca Morgan | Feb 24, 2010 | Developing People
I am honored to be recognized as a Top 10 Blogger by Toolbox for HR. They determined this by the number of people reading all of the blog postings and mine was in the top 10. How fun!
