Service secrets from the world’s most luxurious hotel

Posted January 16, 2009 by Rebecca Morgan
Categories: Case Studies, Developing people, Management consulting, Management Training

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burj-from-beachWhat 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.

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How to keep developing your key talent even when budgets are slashed

Posted January 8, 2009 by Rebecca Morgan
Categories: Developing people, Management consulting, Management Training

Tags: ,

Stellar employees highly value enhancing their skills. Studies show that professional development is a key factor in attracting and retaining top talent. So what do you do if your professional development budget phoneis slashed? You get creative. And we’ll help.

We’ve found a trend among out clients that most want to have regular learning experiences but also want staff to be away from their jobs for shorter time frames. Also they don’t like having to spend money on travel, even if the seminar or conference is relatively local.

Enter a development tool that many have yet to try — teleseminars! These are seminars over the phone. Teleseminars are the most cost- and time-effective way to provide professional development. In about an hour you can learn new ideas and create a development plan to increase your productivity and effectiveness.

These are different than webinars because you don’t have to be near your computer, just any phone. Enjoy learning from your desk or while away from your desk through the ease of a teleseminar. You can take our teleseminars at work, at home, in an airport, hotel room — wherever you and your phone are. They have the same audio components as a webinar but without the tech problems many webinars entail. Attendees still receive visuals in advance — PowerPoint slides and/or handouts — just print them and take them wherever you’ll be for the call.

And talk about time and cost effective — in under an hour, a teleseminar can focus on a key topic and even include lots of participant interaction. So the learner isn’t just listening to a lecture — they are sharing their experiences and deepening their thinking and understanding on a topic. They hear what others have to say about the topic that will help expand their perspective and options. And they walk away with an action plan to implement the ideas at work.

All this for a fraction of what it costs for in-person registration fees, travel expenses and lost productivity.

Come attend one of our monthly teleseminars. I’ve been conducting teleseminars for 15 years and have been called “one of the best teleseminar instructors in the world.” (Thanks mom!)

This 50- to 60-minute call will help customer service providers receive insights into their behaviors, but they will provide an action plan to integrate new skills.

We’re offering a special to entice you to experience our January 21 session — 50% off for the first 5 registrants.

While these programs are designed for front-line customer service providers, managers are welcome to attend.

January 21 teleseminar: “Assessing Your Customer Service Skills and Attitudes”

February 18 teleseminar: “How To Not Take Others’ Comments Personally”

Click here for more details

Customs officers should learn the custom of respect

Posted January 5, 2009 by Rebecca Morgan
Categories: Case Studies, Developing people, Management consulting

Tags: , , , ,

Their job is to prevent any contraband from entering the US. But did these Customs officials have to be so darned surly in the process?

Some enforcement officers believe that they need to be human pit bulls and project an air that would have scofflaws cower. I beg to differ. I think one can be imposing while being respectful. These officials are the first impression many foreigners have of Americans on US turf. So why allow belittling behavior?
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Management makes right decision

Posted January 2, 2009 by Rebecca Morgan
Categories: Case Studies, Management consulting

My friend and I had looked forward to this catch-up lunch. The restaurant was busy even though it was only 11:30.

Upon sitting down, I informed our server I wanted to buy one of their special “free pizza with gift card” deals. I gave her my credit card and she said she’d be right back while we looked over the menu. She returned with my credit card saying there was a problem validating the gift card so she’d try it again after she put in our orders.
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Bike shop spins customer loyalty

Posted September 28, 2008 by Rebecca Morgan
Categories: Case Studies

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The guys at Willow Glen Bicycles in San Jose keep knocking my socks off with their service!

Dick and his crew are the kindest, most generous and knowledgeable bike staff around. I’ve watched them take care of the most proficient cyclist with thousand-dollar bikes to kids on Schwinns. When I wheel in my 30+ year-old 10 speed, they never laugh or make me feel like an old lady riding an antique. I’ve been to other local bike shops, including the previous owners at this location, and never been treated so well.

Today, is a great example. Last week I took in my bike because the odometer/speedometer I bought from them a few months ago was not working. At that time one of the senior techs suggested I get a new battery and he wrote down the battery number. I bought a new battery, installed it and it still didn’t work, so today I rode in to see if I hadn’t done something right. They tested the battery — it was fine. So Dick, the owner, replaced the unit with a higher level one saying the one I had was defective. He activated it and I was on my way. He wouldn’t take anything for the new one as he said he’d send in the old one and get a replacement from the manufacturer.

I asked if I could buy a tire valve cap and he said, “No.” I knew he was kidding and said, “We don’t charge for those.”

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