Rebecca Morgan 143 contatos

Brunei bank managers are stars!

Last week I had the honor of conducting a 5-day leadership, communication and presentation skills course for 25 senior managers at Bank Islam Brunei Darussalam. The group was fabulous. They were hungry for information to be better leaders and communicators. They embraced every exercise I asked them... more »

Effective Customer Complaint Management course

Now, more than ever before, you need to ensure every customer remains a happy customer, even when there is a problem. How your staff deal with problems and complaints will determine if that customer will return, buy more and/or tell others about their experience.
My seminar “Effective Customer... more »

Do your staff follow through on your advertisements’ promise of superior service?

Companies can pay millions of dollars in advertising their superior service. But if their staff doesn’t actually deliver that service, all that advertising does is set up expectations that aren’t met, then you get unhappy customers.
I was excited about flying Emirates Air, as my friend Randy... more »

Is every staff person a salesperson?

In this economy, every employee must become a salesperson. You can’t afford to have anyone on staff who isn’t doing some marketing effort.
You may think that accounting, HR, facilities, and other support staff are immune from cementing relationships with customers, encouraging current clients to... more »

Is training punishment for your people?

Last summer, I read an article that stuck in my memory. It was about US Airways pilots who, because of the increase in fuel prices, were forced to take fuel-management courses if they ordered an extra few minutes of fuel for their flights.
One former Continental pilot Bruce Meyer, said he had to... more »

Service secrets from the world’s most luxurious hotel

What makes a hotel 7-star? How do the hire and train staff to ensure service literally fit for kings? Dubai’s world-famous Burj Al Arab hotel holds the answers.

Our guide, the gracious and delightful Jonathan Evans, Manager of Learning and Development, took participants from my 4-day “Customer... more »