by Rebecca Morgan | May 8, 2013 | Customer Service, Developing People
While staying at the Borei Ankor Resort in Siem Reap, Cambodia, I enjoyed getting to know the staff. Many of them stood out as having exemplary guest service skills. Sometimes it was those without fancy titles who made my stay most memorable. While ordering a drink at...
by Rebecca Morgan | Apr 18, 2013 | Customer Service, Developing People
My South African friends kept complaining about how bad service is in their country. They shared several examples to which I said, “I’ve had similar experiences in various countries. But I’ve also had stellar service here and in other places.”...
by Rebecca Morgan | Apr 18, 2013 | Customer Service
In Cape Town, the Stonehurst Guest House provides simple, clean lodging in a lovely Victorian home with a central courtyard. The owner, Jan, is a kind artist who has run the inn for 30 years. Dan, the manager, and Maureen, the housekeeper, are friendly and...
by Rebecca Morgan | Mar 10, 2013 | Customer Service
Wouldn’t it be great if every customer was ecstatically happy with you all the time? Imagine how easy your job would be — you’d merrily go about your business serving additional customers, selling more, and creating win/win solutions. Unfortunately,...
by Rebecca Morgan | Jan 23, 2013 | Customer Service
I set up a new account at my bank, which meant I needed to create a new online user name, password, etc. The setup email said to put a “9” in front of my tax ID number on the online banking screen. I did. The system would not let me proceed. Frustrated, I...
by Rebecca Morgan | Dec 20, 2012 | Customer Service, Developing People
One of the hallmarks of a great customer service rep is someone who knows his/her customers so well, s/he can understand what the customer may need, often before the customer does. This is not an easily taught skill. I learned some of what it took from various jobs....
