by Rebecca Morgan | Dec 14, 2012 | Customer Service
No one wants to be pushy or smarmy. No one wants to irritate or alienate customers. However, nearly everyone likes to help others. So why do customer service reps — who probably have the most frequent contact with your customers — find it challenging to...
by Rebecca Morgan | Dec 12, 2012 | Customer Service
I was stunned at the stories — all true — of demanding, self-absorbed customers. The customers all had one thing in common — they’d stayed at one of several elite hotels in a major European city. Regaling me with outrageous tales at dinner, a...
by Rebecca Morgan | Dec 7, 2012 | Customer Service
For the past 10 Christmas’s, my sister and nieces have given me a 3-pound apple covered with carmel, chocolate and almonds. The yummy treat lasts a long time as I slice off a morsel or two for dessert. This year she gave me my gift early and I anxiously cut into...
by Rebecca Morgan | Nov 5, 2012 | Customer Service
A favorite restaurant is an exemplar at using email and social media for customer retention. They send weekly customer appreciation 1/2-price deals to their email list and Facebook fans. For years, they’ve had a loyalty card where you’d get one punch for...
by Rebecca Morgan | Oct 7, 2012 | Customer Service, Management Training
In many countries it’s common to be invited for a cup of coffee or tea as a way of extending hospitality. I hadn’t fully understood the implications of this gesture until a recent speaking tour in Turkey. I’d just given a 90-minute speech to 200+...
by Rebecca Morgan | Oct 1, 2012 | Customer Service
Anyone can create a memorable experience for another at any time — whether at work or not. When they do, they are not only representing themselves, but their gender, race, age group, culture, city, state, or even country.If they are wearing your logo-wear or...
