by Rebecca Morgan | Apr 30, 2014 | Customer Service
Many companies like to show their appreciation for loyalty by adding extras to their repeat customers’ experience. It’s common in hotels to upgrade their loyal customers with in-room treats. While I never expect these, I appreciate them even if the item...
by Rebecca Morgan | Mar 16, 2014 | Customer Service, Developing People
“Hello! What is your name?” the young man greeted me as I entered the facility. “I’m Rebecca.” “I’m Brian” he responded with a broad smile. “I’m glad to meet you Brian.” With that, he took me by the...
by Rebecca Morgan | Sep 4, 2013 | Customer Service, Developing People
A pair of young men have started a service in our neighborhood to help fund their college education. They will do nearly any chore for $15/hr. I’ve engaged them to transport furniture, clean out my gutters, move all the furniture out of 3 rooms for floor...
by Rebecca Morgan | Aug 1, 2013 | Customer Service, Developing People, Management Training
My friend arrived at the store to pick up the donated gift card for the high school fundraiser. When she announced herself at the customer service desk, she was greeted with, “I’d like to shoot the person who wrote this letter.” My friend was taken...
by Rebecca Morgan | Jul 3, 2013 | Customer Service, Developing People
When you know your organization has a reputation for poor service, you need to double your efforts not to perpetuate that impression. When it’s a for-profit company, you can easily lose customers as the bad-word-of-mouth spreads. But what if your organization is...
by Rebecca Morgan | May 28, 2013 | Customer Service, Developing People, Management Training
I was asked to contribute to SupportIndustry.com’s best practice white paper, “2013 Agent Playbook: Best Practices For Optimal Performance.” If you’d like to have a copy, just email me. (My contribution is on page 7.)
