by Rebecca Morgan | May 1, 2012 | Customer Service, Management Training
There are hundreds, if not thousands, of tuk-tuk drivers in the city of Siem Reap, Cambodia near the Angkor Wat temple. The ability to feed their families is determined by whether or not they can attract new customers. “Madam, want a ride?” “I take...
by Rebecca Morgan | Feb 28, 2012 | Customer Service
Recently I had an experience that made me wonder who was in charge of the customers’ experience at an establishment. The organization was a high-end San Francisco restaurant where I was a guest in a 10-person party at a hosted dinner. My hosts sat at the...
by Rebecca Morgan | Feb 21, 2012 | Customer Service
Your staff could be the nicest, most caring reps on the planet. They could be the kind of folks everyone loves to work with. They are good listeners and respond to your customers questions quickly and accurately. But what if after the sale there’s no follow up...
by Rebecca Morgan | Dec 30, 2011 | Customer Service, Management Training
I was having difficulty with one of my three PayPal accounts and couldn’t find the solution online. I clicked on the “contact” button and found their telephone number — always a relief to have the option to talk to a live person. I dialed, and...
by Rebecca Morgan | Dec 6, 2011 | Customer Service, Developing People
No one likes to be stereotyped, yet nearly all of us do it. When you think of a typical fast-food worker, do you think of someone enthusiastic, outgoing and friendly? If you worked in “quick service” (as the industry refers to itself) or have a loved one...
by Rebecca Morgan | Oct 29, 2011 | Customer Service
Every so often I scratch my head at a large business’ practices. Today I did so about Wells Fargo’s credit card activation process. I dutifully called the activation number on the new credit card. After entering the 16-digit number, the recorded voice said...
