by Rebecca Morgan | Feb 19, 2016 | Developing People
If we have any imagination, we’ve been curious what it would be like to live someone else’s life if only for a day. I’ve sometimes pondered how I might like being an actor, lawyer, airline pilot, teacher, cruise director, dancer, film director or any...
by Rebecca Morgan | Feb 11, 2016 | Developing People
Ten colleagues and I spoke at the Global Leadership Boot Camp in Manila on Jan. 30. We were all part of the Together We Can Change the World tour (more on our activities in another post). This reporter from the Asian Journal did a great job capturing the essence of...
by Rebecca Morgan | Dec 1, 2015 | Customer Service, Developing People
I love it when clients want to ensure their customers have a positive experience with every interaction. So I was thrilled with a previous client called to ask me to help them re-engineer their customer processes. We began with how the customer first encounters the...
by Rebecca Morgan | Oct 3, 2015 | Customer Service, Developing People, Management Training
A manager of a large company contacted me because they wanted help increasing their customer satisfaction scores. Their bonuses were based on the customer sat scores and they’d missed getting one the year just ended. They wanted a longer-term solution than a...
by Rebecca Morgan | Sep 14, 2015 | Customer Service, Developing People
Do your staff share similar attitudes toward customers? I was recently struck by two people working for the same organization in the same function but with opposite perspectives. I like antiques so frequent estate sales. At a recent one, I found a set of 8 dishtowels...
by Rebecca Morgan | Sep 1, 2015 | Customer Service, Developing People
I was engaged to help a team increase their customer responsiveness when I heard this tale which happened soon after I took the assignment. The manager of the customer first contact area decided to close that area for 2 hours to have a 1-hour meeting with staff to...
