by Rebecca Morgan | May 11, 2011 | Customer Service, Developing People
I was told this the other day after a tense conversation with a rep who made allegations about my actions that weren’t true and kept interrupting me. I thought I was being logical, persistent and not letting her state things that were untrue. She thought I was...
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 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 | Feb 22, 2011 | Customer Service
Read the AmEx OpenForum article interviewing me on “4 Steps for Handling a Surge in Customer Complaints.”
by Rebecca Morgan | Jan 26, 2011 | Customer Service, Management Training
I was interviewed today by a reporter writing a story on what businesses should do when they have an influx of complaints. Here are my responses to her questions. What to do if you have a sudden increase in customer complaints? At the first sign of an influx, increase...
