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November/December 2012

Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant

Developing your key talent for strategic growth

Grow Your Key Talent blog


Get a Deal if I'm Near You!  

You can save money by piggybacking with my other clients. If you want to explore what I could do to help your people be more effective, contact me ASAP so I can work you into my travel schedule.

Or get several companies together for a presentation. Or gift your clients with a presentation for their teams.

Nov. 13 Dublin, CA
March 9 Boston
March 29-31 (hold) Australia
April 12-14 (hold) Johannesburg, So Africa
April 17-20 Malaysia
April 21-25 Singapore
April 26-30 Thailand
May 1-4 Cambodia
May 11 Washington, DC
July 26-31 Philadelphia


Remarkable Customer Service ... and Disservice

Calming Upset Customers

This book is full of examples of superior customer service ... and below par service. Following each example are questions to ask your team to prompt discussions of what went right - or wrong. Then you can decide how to use the lessons to improve your customers' delight.

Get your copy (hard copy or eBook) of Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight today!

More info


Grow Your Key Talent

Calming Upset Customers

Many executives think that only HR needs to think about how to grow their internal leadership. By offloading all the thinking about this they are sure to stunt their company's growth. This book helps you examine what you should be considering when looking at helping your people grow to take on more responsibilities.

Get your copy (hard copy or eBook) of Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff today! 

More info


Give Me a Call!


I'm always happy to brainstorm with you.



You May Have More Influence Than You Think

Sometimes we go about our business and don't think about if others are paying attention or not. Generally, not many people notice us or our behaviors. But sometimes we're being observed and, unbeknownst to us, admired. We are unwitting role models. Or even held to a higher status than we believe we have.
This became apparent from a brief conversation I had during my recent speaking tour in Turkey. In between engagements, I hung out at my friend Tamer Ozdemir's English Test School in Eskisehir. I got to know the English teachers there, including a young Turkish man named Aykuk. After a week of visiting with him and his students and his hearing of my speaking engagements in Turkey and beyond, we had this exchange:


Are Your People Ambassadors for Your Company?

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 mention they work for you, they also represent your company.

I've created programs to help staff shift to ambassador-like thinking. But it starts with people who are already focused on going above and beyond in whatever they are doing or encounter.

Here are a few examples of everyday ambassadors creating a memorable experience for me during a recent trip to the city of Eskisehir, Turkey.

Read the examples.


A Cup of Coffee Can Last 40 Years


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+ members of the Eskisehir Chamber of Commerce. The Chamber president, Harun Karacan, a charming, successful businessman who spoke no English, invited me and my local host and friend, Tamer, to his office for coffee. His invitation was followed by this Turkish saying which his aide-de-camp, Arda, translated for me:



Advanced Customer Service Webinar Series Nov. 16-Dec. 14

Most customer service people don't really want to think they sell, so they resist it, despite your efforts.

We know how to solve this problem and we'll share it in a 3-part webinar that customer service people will attend with enthusiasm and use what they learn ... the next day.

This unique webinar series teaches advanced customer service skills AND encourages people to up-sell and cross-sell as part of providing great customer service.

My colleague, Mitch Gooze from the Customer Manufacturing Group, and I will lead these sessions. If you manage a customer service team, you're invited to the free 1/2-hour manager overview on Nov. 9.

Read the details for the sessions and register for the overview..


Special Sale on Inscape Facilitator's Kits

When I was learning how to use Inscape's assessments, I ordered all of the facilitator's kits. I've now administered the assessments and led courses with them so many times I no longer need them. Which means you can get a deal on these gently used kits.

Get the details on what topics are available and the price. 


In Forbes.com article

Making Money In Your Jammies graduate Nancy Collamer mentioned me in her Forbes.com column, "Turn Your Expertise Into a Second Career."

Read the article. 


I'm Returning to SE Asia and Maybe Australia and So. Africa

If you know people in these parts of the world who would benefit from my working with their team to be more productive, effective, and profitable, please connect me ASAP as I'm making my travel plans soon. Or maybe you want me to work with your group! 


Let's Connect on LinkedIn

If you're a member of LinkedIn, let's connect there. Please just send me an invitation with a reminder of how we know each other, or just "ezine reader" and I'll accept the invitation. Just click here to go to my profile and send me an invitation. 

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Rebecca Morgan, CSP, CMC | 1440 Newport Ave. | San José | CA | 95125