by Rebecca Morgan | Jan 10, 2015 | Customer Service
You expect 5-star hotels to provide more than basic amenities to their guests. But it is a joy to see how much a hotel’s designers think about the details of customer experience. It was a particular delight to uncover the many extras provided by this hotel. As I...
by Rebecca Morgan | Jan 7, 2015 | Customer Service
It was thrilling to speak at a special evening fund-raising program at the Bangkok Rotary. Four of our Together We Can Change the World presenters put together 15-minute presentations on our thoughts on becoming leaders in a global workplace. The 150 attendees were...
by Rebecca Morgan | Dec 1, 2014 | Customer Service, Management Training
Customers look at where you’re being congruent with what you say and what you do. When you say you believe the customer comes first yet act differently, the disconnect can be jolting. When people are faced with conflicting information, they choose to believe the...
by Rebecca Morgan | Nov 20, 2014 | Customer Service
Many of us denounce bad service and announce we will not frequent businesses that have such service. Yet we sometimes do. Why? I found myself pondering this when a local shoe store once again continued not to return my phone calls after I ordered — and paid for...
by Rebecca Morgan | Oct 1, 2014 | Customer Service
I’m remodeling my kitchen and selected the granite fabricators based on my neighbors’ reports on their great customer service. I found that to be true all along the way until the end. When the granite was installed, we discovered they’d made the sink...
by Rebecca Morgan | Sep 29, 2014 | Customer Service, Developing People, Management Training
For 3 months I’ve interacted daily with my remodeling contractor. He’s a sweet, thoughtful man who goes out of his way to make sure I’m feeling good about his work. He recently shared with me that a new woman client refused to give him a key or use a...
