“I wanted to thank you formally for providing us with the tools to improve our coaching and our customer service department. The skills and techniques you taught were well received. It’s my turn to acknowledge you! You and LAMA were a huge success. This group is pretty savvy and has high standards, you should feel very good.”
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A Fun and Inspiring Way to “Get Game” on the Rules of Engagement!

True Customer Care is all about nurturing relationships.  A relationship is understanding and engaging in the needs, wants, joys and sorrows of another. It’s not a trick or pitch.  It’s about learning how to sincerely give those emotions back your customer.

In this interactive and experiential course, your staff will understand how to care for your customers in a whole new way.  Representatives will learn to:

  • Be Confident and Kind
  • Show pride in your company
  • Understand the vital importance of tone
  • Learn the Reasons for Posture, Procedures, Rules and Manners
  • Discover the Five Basic Rules of Engagement

Rules are the way we play the game. Follow the rules and you cannot fail to succeed in having a great experience on the telephone.

Here is the first of the five rules:  “Always give the customers the information they need to make a decision.”

Cut Call Time and Save Valuable Relationships!

The secret to great Customer Care is to make your customers feel right and smart to do business with you.  This course will train your reps to use the LAMA technique to:

  • Control the path of the call with four easy steps
  • Advance the call with questions that make the customer right and smart
  • Give the 10 benefits to doing business with your company
  • Retain the customer’s good loyalty and relationship
  • Know when to hold ‘em and fold ‘em: making the hold button work for you
  • And the usual… offering solutions, transferring calls, please and thank you

This is a fun, engaging and informative program for everyone from newbies to 20+ year veterans in Customer Service.  It’s as refreshing as it is a “refresher.”

Basics are never boring… and we make this common sense course interesting and inspiring!

Customized to Your Needs and Situations

All courses are customized and include training workbooks as well as one-on-one coaching using The Positive Coach Approach method.  We will customize your Customer Care & Etiquette Training to the exact situations your team faces every day.  Let us give you a program that will be loved by your agents, embraced by your customers… and will help you gain loyal customers for life!


Train The Trainer / Custom Licensed Training

All LAMA Training can be licensed and customized for the unique needs of your organization.  We can Train Your Trainers on:  Sales Training, Coach Training, Retention Training, Customer Service Training and Management Training.