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Do you not separate the menu from the meal? Do you know the difference between: What is right? and What Works? Understanding the difference between a gain and a loss can be vital to your training program.
I am a Contact Center Quality Coach. I am bewildered and do not really know what to do about these agents who seem to be complacent. They meet their numbers, they do the least they can do and still maintain their job. They don’t seem to care if they do better. How can I motivate them? How can I inspire them? I don’t even understand their attitude. I always want to improve and do better and they seem not to be on the same page…. What do I do?
Bewildered and Uninspired
Dear B U,
OH! Boy! Now this is a great question because it pushes every button I have. I am a ‘go-getter’ and I have never understood people who were not that same type. It has been my practice to avoid them and try as I may they keep on showing up. This, of course means they will keep showing up because (you know this I have said it many times….) “anything you resist will persist” and I RESIST them. So, here they come again.
Well, well ,well, Is there nothing new in the Universe? Here is my sage advice and I only say that because I am old and I keep trying to figure out what makes these people tick and since I have failed miserably, I have this word for you. In the words of Vinnie, “fagetaboutit.” Or In metaphysical terms…”Let THEM Be”. Now I know that’s not enough so here is my serious take on the whole issue….ready?
- Calling […]
For years I have had a small but persistent itch to get even with all the ‘techies’ who make my life a problem. I know it’s generational thing. Still, I have a problem with the same things.
- Accountants near the call center want the ‘agents’ to be QUIET. I want them to be loud and full of energy, vitality and pzazz!
- The GEEKS of the world are out to get me… They usually do because they have brains and apps and I only have guts and all that jazz.
Last night I saw a movie that made me feel so good. I ended up liking the ‘geeks’ and loving the fact that that the star of the movie was a ‘salesman’ who saved the day in the end. I love to be right! Sometimes the most positive people in the world just don’t fit in. They seem to be out of touch with GOOGLINESS. But they are really never “out of touch with rhythm and blues.” (Billy Joel wrote that line)
Watch the film and see how you can learn this lesson if you needed it like I did. The ‘geeks’ are here to stay and boy oh boy do I need them! I now will give up my resistance to them and keep in mind…I have “googliness” it’s a feeling of team spirit and believing in myself and others. The Movie is “Internship!”
I give it 5***** because of the great message. It is funny and now I want to get even […]
Cold Callers are STILL USING THIS OLD PLOY??? WHAT???
Hi Everybody, I know I have not written for a long, long time. I cannot help it. I am so opinionated, I am afraid to write. Lately, I have been watching reruns of The Big Bang Theory. Sheldon is a genius who does not understand sarcasm, sex, or emotions. He writes letters to the T.V. Networks and has no understanding of why they don’t pay attention to him because he is so smart and of course literally “right.” He is so amusing.
You know our training says Never Make the Customer “Feel Wrong or Stupid.” We say this for ONE REASON ONLY…to make sure that when the Customer Calls, the Customer has a “safe” environment in which to communicate. No other reason at all. It’s not a trick; we are not trying to “find the pain.” We would like the Customer to tell us their pain or problem or issue without us having to intrude on their “safety.”
Here is my question today. Why do companies’ think they can “trick” “cajole” or “manipulate” the customer into anything? If they do succeed in this, ‘shame on them.’ The price will be huge because you may get a one-time sale but not a life time customer. When the relationship is built on trust, you can bet the customers will come back. They will never come back if you are the least bit “Un-trust-able.”
See what I mean? I am opinionated and sometimes I feel like Sheldon because I am right. It doesn’t work to be […]
Who knew that when I had heart palpitations the other day..it was really the idea of “leaning-out?” I told my very literary sister, (university grad and Teacher of Literature for 30 years) that I didn’t want to participate in all these ‘Social Media” things. She immediately identified me as a “lean-out person.” This got me to thinking and I checked it out. I think my sis is right!
Here is a quote from Money Magazine by:Elaine Pofeldt
“Maybe you’re eager for a job that allows you to make a greater contribution to the world. Or if you’ve been working 50 to 60 hours a week for decades, you might just want to slow down to free up more time for your family, hobbies, and other pursuits. Indeed, in a recent survey, only one in four MONEY readers said their top career priority was to land a promotion or raise; nearly half wanted more flexibility or more meaning.”
I think I am “leaning-out.” This doesn’t mean I won’t work till I drop because I actually have a job that is very, very fulfilling but I am in my 70’s and still lead this company. My goal now is to completely pass-on the legacy to the younger Sally Cordova (my daughter and brilliant writer of The Positive Coach Approach) and allow her the job of taking us to a new place. She already has done this for 9 years but now she is going to get the […]
OOH…and AAH! Is the word of the day, the week the month, the year! (Can I copyright it first?)
Check out this short video. This is the year of the INTENTION Coach!!!
P-A-C-E ASSOCIATION does it again. Phil Grudzinski, the CEO, makes things happen. He established the PACE Conference in PHOENIX as the place to be for Networking, Education, Meeting Old Friends and singing Karaoke! Oh! YES! I DID! You know I wouldn’t miss the chance to sing in front of an audience. It was so wonderful to see those millionaire business owners…singing for their margaritas and shots, having such a wonderful time, playing instead of hustling for once in their lives….Do I hear a song in there?♫
WOW! Okay enough of the exclamation marks. It was perfect weather and we had a fantastic time. Sally and I met some smart new prospects and we will be opening those doors in real time later this week. Once, I even held a mini-training in the exhibit hall for a fantastic company called Interior Concepts. (I can’t help myself.) The young man, Brandon Gerard, who heads up their Sales Division asked for my “good ideas. “Did I ever say “no” to a salesman? (Especially one so young and handsome.) Oh Yeah! and I already heard from Jeff Milberg who never fails to be marketing something fantastic for all who employ him .
Lisa Nye Ford and her staff made it a very big occasion, the sponsors poured the wine. The word of the Meeting was “IN the Cloud!” Tom Rocca is now working with Cloud9…look out and get ready for some very big expansion. Tom is the one with 60 ideas in […]