Ask any agent how their day was and they tell you about the difficult customer they had. It never fails.
The hardest thing to remember is the GOOD stuff and it’s so EASY to remember the Crazy Makers.
With our LAMA and soft skills we decreased the supervisor calls of a huge credit card company by 75%.
Yes, we did!
Using the LAMA technique we will show your reps how to manage any situation with proven methods of conversational communication skills and engagement that will:
• Help the Agent to calm down any angry customer
• Use empathy to hear the REAL issue
• Show the Agent how to give up resistance to the difficult customer because they now have tools and skills to handle that customer
It’s time we stopped asking agents to – Just fix it and be nice
This course will give them the tools, the rules, and the words that work best. We will teach them five ways to deliver the bad news without discussing “That’s not our policy”. Agents will learn three ways to deliver the good news that will make the customer so glad to hear it. They will also find out the exact scripting for empathy, agreement, solutions, and how to ask the right questions using the LAMA technique. We will role play with the Customer Service Rep until they are comfortable and it won’t take long.
(By the way, our students usually tell us they’d like us to teach this to their leadership, their children, and their significant other)
It’s Communication Skills at its very best.
Never give up your customer relationship just to be right!
All courses are customized and include training workbooks and one-on-one coaching using
The Positive Coach Approach method.
We will customize this course to the situations you have exactly.
Let us give you a program that will be accepted by your Customers, used by your Agents, and
retain your Customers for Life.