by Rebecca Morgan | Nov 19, 2007 | Misc.
I’ve recently learned about two leaders who exemplify outstanding corporate customer service leadership. They are in an industry not known for innovation — automobile sales and service. Rita and Rick Case now own 14 dealerships in 3 states with nearly 1000...
by Rebecca Morgan | Oct 9, 2007 | Management Training
Would you like to generate positive buzz about your company this Halloween? Do something different this Halloween — sponsor Books For Treats in your area. What is Books For Treats? It’s a program that encourages you to give gently read children’s...
by Rebecca Morgan | Sep 14, 2007 | Misc.
Meeting with a potential client last week for a customer service improvement project, I asked if they monitored their staff’s phone calls. The response was what I hear from 95% of my clients. “No.” When I asked why not, there was some stumbling and...
by Rebecca Morgan | Aug 27, 2007 | Developing People, Management Training
My friend Mike Robbins’ delivers amazing presentations using appreciation to deepen relationships at work and home. His book, Focus on the Good Stuff: The Power of Appreciation, is just published, and he’s doing a special drive to get on Amazon’s...
by Rebecca Morgan | Aug 22, 2007 | Misc.
I had a most delightful experience with my water company which shows even monopolies can still exhibit excellent service. But it didn’t start out that way. A few months ago I had a water bill that was four times normal. I immediately called the water bill and...
