by Rebecca Morgan | Dec 15, 2010 | Customer Service, Developing People
You’ve seen plenty of articles on how customer service providers should adapt to their customers to provide better service. This is sage advice — which I’ve given many times over the decades. But how about reversing the concept for when you’re...
by Rebecca Morgan | Nov 22, 2010 | Customer Service, Developing People
The very helpful SunTrust Mortgage customer service rep was the epitome of professional. She was pleasant, thorough and genuinely wanted to help me resolve my problem. However, the SunTrust computer system wouldn’t let her. The reason for my call was to set up...
by Rebecca Morgan | Nov 10, 2010 | Developing People
I serve on a volunteer committee that’s been meeting every two weeks for 4 months. In my 30 years of volunteering for this organization, this is the most frustrating experience to date. We have another meeting today. I can’t believe how I’ve gone...
by Rebecca Morgan | Sep 28, 2010 | Developing People, Management Training
My webinar, “Effectively Growing Your Key Talent: Are You Sunlight and Water or Just Manure?” which was hosted by HR Toolbox, is now available for viewing. “Great webinar and simple to implement. Thank you for the ideas and insights provided.”...
by Rebecca Morgan | Sep 26, 2010 | Customer Service, Developing People, Management Training
I inadvertently left my credit card at a local hotel restaurant before heading out of town the next day. I didn’t notice until I was in the airport. I called the establishment. A nice, young-sounding woman answered. I told her of the situation. “I think I...
by Rebecca Morgan | Sep 7, 2010 | Customer Service, Developing People, Management Training
The young woman behind the Panera Bakery counter was perky, friendly and efficient. “Great job on hiring,” I thought to myself. When I added a Diet Coke to my salad order, she smiled and handed me a glass to take to the self-service soda center away from...
