by Rebecca Morgan | Nov 22, 2015 | Customer Service
On a recent visit to Seville, my group of 4 friends engaged Pepe Muñoz (www.SevillebyPepe.com) to show us around on bikes and take us on a tapas tour. Pepe exceeded our expectations — we loved his humor, his insights, his perspective of life and his great...
by Rebecca Morgan | Oct 3, 2015 | Customer Service, Developing People, Management Training
A manager of a large company contacted me because they wanted help increasing their customer satisfaction scores. Their bonuses were based on the customer sat scores and they’d missed getting one the year just ended. They wanted a longer-term solution than a...
by Rebecca Morgan | Sep 28, 2015 | Customer Service
Rarely do businesses look at their processes with a fresh pair of eyes — a new customer’s eyes. For example, I’m sure this city’s leaders and the downtown merchant association thought the answer to scarce parking was a 3-story garage. The...
by Rebecca Morgan | Sep 14, 2015 | Customer Service, Developing People
Do your staff share similar attitudes toward customers? I was recently struck by two people working for the same organization in the same function but with opposite perspectives. I like antiques so frequent estate sales. At a recent one, I found a set of 8 dishtowels...
by Rebecca Morgan | Sep 1, 2015 | Customer Service, Developing People
I was engaged to help a team increase their customer responsiveness when I heard this tale which happened soon after I took the assignment. The manager of the customer first contact area decided to close that area for 2 hours to have a 1-hour meeting with staff to...
by Rebecca Morgan | Aug 15, 2015 | Customer Service
There was no signage touting “Free side order for new customers.” Nothing to suggest I’d get a gift. So imagine my delight upon telling the cashier I was new to Smashburger and him comping me the fries I’d ordered with my burger. Astonished, I...
