by Rebecca Morgan | Sep 2, 2010 | Customer Service, Developing People
As an executive or manager, you know not everyone is 100% happy with your product/services. You know it’s your job to create strategies and encourage staff behaviors to turn unhappy customers into delighted ones. But how do you do that? What can you do as a leader to...
by Rebecca Morgan | Aug 10, 2010 | Customer Service
At the end of a recent call to a well-known company’s customer service department, the rep told me to email her a pic of the item in question and gave me her email address that included her name. I wrote down her last name as I heard it, Sutherland. I repeated...
by Rebecca Morgan | Aug 4, 2010 | Customer Service
No one likes a surprise bill. Whether if it’s for more than expected, or for something you thought was included in the price. So when should any extra charges be discussed? Common sense says they should be discussed before the service is provided or the product...
by Rebecca Morgan | Jul 13, 2010 | Customer Service, Developing People
Organizations can assume that their customers are as educated on their internal processes as their employees are. This assumption will cause customer alienation if practiced too frequently. For example, because of staff cutbacks, the library has done a very good job...
by Rebecca Morgan | Jun 12, 2010 | Customer Service
If you missed my live webinar for Citrix called “Effectively Growing Your Key Sales and Service Talent: Are You Sunlight and Water or Just Manure?” you can watch the recording for free.
by Rebecca Morgan | May 24, 2010 | Customer Service, Developing People
I’ve been patronizing Gayle’s Bakery and Rosticceria in Capitola, CA for decades. I make a point of stopping whenever I am nearby. Yesterday, I made a special trip 10 miles out of my way to take an out-of-town friend to have a Gayle’s experience. We...
