by Rebecca Morgan | May 7, 2010 | Customer Service, Management Training
“Effectively Growing Your Key Sales and Service Talent: Are You Sunlight and Water or Just Manure?” You know you have a huge competitive advantage in your sales and service representatives. They can either make your customer relationships bloom and grow or...
by Rebecca Morgan | May 5, 2010 | Customer Service, Developing People, Management Training
This was not what I expected to hear from the clean-cut, college-aged young man sitting in the parking attendant booth. Handing him my parking ticket, I asked, “Do you get a lot of studying done?” He enthusiastically responded, “Absolutely! I read a...
by Rebecca Morgan | Mar 28, 2010 | Customer Service, Developing People
Every once in a while I come across customer service providers who “get it” — they do something that sets them apart by doing something a little extra. Read what the Trader Joe’s cashier, Sofitel housekeeper and Brazilian Burger King did to...
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 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 | Dec 31, 2009 | Customer Service, Developing People
Like many holiday shoppers, I was looking for the best deal. And judging by the 25-person line at checkout, so were many others, even on a weekday morning. But I wasn’t the only one who was disappointed by the store’s confusing come ons. In the past,...
