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Home of the Original
LAMA Training

(818) 945-5141
Call us–We’re in the
phone business!
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Home of the Original
LAMA Training

(818) 945-5141
Call us–We’re in the
phone business!

Digitize Those Defining Moments! LAMAtize the chats, texts, and twitters!

 


It’s an idea whose time has come

Life Lessons in the Call Center are very real.  Here is a quick story about how one company used their new Salesforce Program (NO I am not a Salesforce salesman) to save a very upset customer!  (I am always looking for defining moments on a phone call, email, or chat.)  THINK L-A-M-A, then call us.

Here is the story about how one call center discovered that a customer had contacted their company four different ways, in just one hour.  And Salesforce did all the work.  The CX manager was pinged with a customer issue, and when he put in the information, Salesforce created a list of all four contacts, and the text of those issues. (Could this happen to you?)  Here is what happened.

  1. The customer contacted the company by chat…and hung up after waiting.  Unsure of where the agent had gone.
  2. The customer tried chatting again – was still left on hold…hung up again!
  3. The customer sent an e-mail, and received a terse, yet accurate return response.
  4. The customer received a CX survey.  They proceeded to send it back, blasting the company for terrible service but a great product.

The Coach/CX Manager gave the original Chat Agent a pass…she was handling so many chats at once, and he thought the customer could have been a little more patient.  The Coach also gave the e-mail agent 100% for accurate information and a speedy response. Although the agent got good grades, the customer wasn’t happy.  Are […]

Digitize Those Defining Moments! LAMAtize the chats, texts, and twitters!2021-03-11T22:17:08+00:00

Would you rather read a romance novel or make love?

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.

Would you rather read a romance novel or make love?2021-03-11T22:17:08+00:00

LAMA MAMA “CAVES” to ONLINE Training

Blogging is so much fun!

Hi GANG! My Blog should be called, “if you think you’re so smart, you’ve got another think coming!” Is that too long?
ONLINE TRAINING comes to life!!! Well, the LAMA MAMA rides AGAIN!

Okay all you Bloggers, Sales People, Trainers and Supervisors, I love you and have finally been talked into putting my training online! I know, I don’t how this will work but you are invited to participate.
The training starts in March and I am hustling to get ten companies on board to see if this will be a huge success. I’m scared, too. Tag National suggested it about a year and a half ago but I guess I just couldn’t’ get behind it since I can’t see your beautiful faces. I have finally “caved” when I heard a small business lose a customer while I was waiting for service the other day. Small businesses just don’t have access to the type of training we provide for these big top 100 companies. Still, I think they are the backbone of our country.

February, I will be hard at work during the month creating training programs for them on line for practically no money at all. It will be like a small phone bill or something like that, and sooooo affordable.

The trick is getting the word out. You can help me there. Please let your friends […]

LAMA MAMA “CAVES” to ONLINE Training2021-03-11T22:17:10+00:00
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