customer complaints – Page 13 – Grow Your Key Talent

Get a deal if I’m working near you!

October 16, 2018June 3, 2009 by Rebecca Morgan, CSP, CMC, CVP, VMP

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 … Read more

New books on how to develop your staff

June 1, 2009May 30, 2009 by Rebecca Morgan, CSP, CMC, CVP, VMP

Remarkable Customer Service … and Disservice: Case Studies and Discussions to Increase Your Customers’ Delight (eBook) — 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 … Read more

Buca di Beppo service goes blop!

May 31, 2009May 30, 2009 by Rebecca Morgan, CSP, CMC, CVP, VMP

Buca di Beppo has been running a series of coupons to lure customers to their restaurants. Unfortunately, once they’ve accomplished that, they don’t create an experience that has customers wanting to come back. Here’s my recent experience.

Singaporeans hungry to enliven training

June 2, 2009May 9, 2009 by Rebecca Morgan, CSP, CMC, CVP, VMP

They were hungry for information on how to make their trainings more engaging. The 500 attendees at my session at the Singapore HR Summit were from a myriad of SE Asian industries. My session, “How to Enliven Training Using Gimmicks, Games and Gizmos” proved to be the one of the most popular seminars at the … Read more

Charming hospitality at rustic resort

December 21, 2015May 5, 2009 by Rebecca Morgan, CSP, CMC, CVP, VMP

After conducting a day-long seminar on Interpersonal Communications in Batam, Indonesia, I decided to relax for a few days at the island’s rustic but peaceful ocean front KTM Resort. The manager, Ms. Rina, took very good care of me, situating me in a deluxe family cottage on the water. The spacious 4-bed, two-bathroom cabana had a kitchenette and large balcony overlooking the lagoon and ocean. Additionally, the staff, especially Ryan, the assistant front desk manager, and Glenn, the rooms manager, made sure my every desire was fulfilled.

Outstanding service at Brunei’s Empire Hotel

June 1, 2009May 2, 2009 by Rebecca Morgan, CSP, CMC, CVP, VMP

My 7-night stay at Brunei’s fabulous Empire Hotel began at the lobby door. The Manager on Duty greeted me by name as I entered the exquisite lobby. Quite a feat for a 450-room hotel.

At the front desk I was informed I’d have free Internet via DSL. “No wireless?” I asked. The clerk paused, then said, “Hold on a minute.” She made a quick phone call and came back with, “I’ve arranged to have a wireless router put in your room.” “Is there a charge for that?” “No charge.”

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

February 27, 2009 by Rebecca Morgan, CSP, CMC, CVP, VMP

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 Gage waxed on about their service. Granted, Randy flew in one of their First Class suites (private bedroom, shower available). I was in coach. Although I’d flown Singapore Air a number of times, I wanted to check out the Emirates service to see how it compared.