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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!

Every Job Take Ten Minutes


Managers in Contact Centers are overwhelmed, and they know it. They work; from home, while they drive, and while at the actual workplace.
They are on their cell phones doing e-mails, apps, and God only knows what else. They never take 5 minutes to “Be Quiet.” Oh! NO! They are too busy for that. They think every single thing they do is so important and they expect others to work the same way, so how can they take a break?

• They worry about production,
• Abandonment rates,
• Sales, Customer service, Customer Care
• Net Promotor Scores, and
• Customer Retention

They “think” that if they continue to push themselves very hard, without offending anyone, or hurting anyone’s self-esteem, that those who work for them will “Monkey See, Monkey Do,” then they will succeed in being Happy. At least they HOPE they will.  If only they could figure out ways to get Sat scores Up and Customer Experience locked in?

“Have a Little Tea with JUDY”:
1. If you can work 10-12 hours a day and take work calls at all hours of the day and night – YOU CAN TAKE 10 minutes twice a day to “STOP thinking, thinking, thinking! AND Be Quiet!”
2. Sit down in your office, unplug the phone. (Oh, NO, MR. BILL!) Listen to the air conditioner hum and breathe in and breathe out while saying these words.
3. Breathe IN…Breathe OUT. Do not add or subtract from those 4 words. If you notice your are thinking just gently go back to Breathe IN…Breathe […]

Every Job Take Ten Minutes2021-03-11T22:17:08+00:00

Communication is a Function of INTENTION


Everyone sure learned that lesson this past week!  The news is giving us all a lesson. If you say you’re joking but the words are mean, you’re NOT joking, you’re mean.  In all our classes we teach Customer Service Reps to be kind in word and in deed.  Sarcasm just doesn’t work.  Words that deride the company you work for make your business suspicious.  Hedging on speaking the price makes the customer fearful and nervous.  Let’s use words that communicate what we really mean. L-A-M-A Lessons on AMAZON . . .

Instead of: “I understand your concern.” This almost always sounds canned and expressionless…say this instead and mean it.  “We are so sorry that happened. You did the right thing to call and you have the right person.  I will get on it immediately. What happened exactly?” 

Or

“What is your account number, do you happen to have that handy?”

Instead of: “Why do you want to cancel?”

Demonstrate you care by acknowledging the customer has the right to change his or her mind and you just want to know why so that you may find a way to solve, dissolve, or resolve the matter completely. NEVER ask “Why?”

Say THIS: “I am so sorry to hear that. Our job is to assist you with your account and any other thing that may make your experience with us a good one.  May I ask what caused you to make that decision?”

Check out the words you use and the intent behind […]

Communication is a Function of INTENTION2021-03-11T22:17:08+00:00

Customer Experience is Not just a department, but a Philosophy!


My thoughts today:  Customer Experience, Customer Care, and Customer Service is NOT just a department, but a PHILOSOPHY!

 

          “It is a STAND YOU TAKE and you Take a STAND about the Stand you Take. YOU believe in the STAND You TAKE!” Werner Erhard said that in 1982.  I still operate from this thought system.  Taking a stand for the Stand You Take is so important.  My stand is this: The Customers must never be made to feel wrong or stupid even if they are wrong and stupid.  We do not get to make the judgement call.  My STAND is THIS: We must use feelings, and no computer can do that yet.  I hope they never will.

 

The Philosophy needs to lead the technology…not the other way around

  • How can we make it EASIER on the CUSTOMER to SAY YES without coercion or manipulation, but use Education and Good Offers?
  • What can we do to make the Customer Experience friendlier and kind and use our Technology to help?
  • What do the Customers WANT?
    • They want to find answers themselves, even before they call the company (FORBES said this)
    • If the company doesn’t respond personally and fast…
    • They GOOGLE the information

 

So, Ask yourself these questions:

  1. What am I NOT seeing about my customer that would make us more profitable and the customer happier with us?
  2. What is ALSO true about our relationship with the customer that I have NOT thought of?
  3. What does the customer want from […]
Customer Experience is Not just a department, but a Philosophy!2021-03-11T22:17:08+00:00

ASK Maureen – Coaches Corner – Fix Push Back

Coaches Corner – Maureen Tzouris PCA Coach Speaks Volumes

Branding Issues and offer-3Agents Push Back!

Dear Maureen, Our company recently went through a corporate restructuring and have installed new compliance requirements. We are now requiring all the agents to brand the company at the end of their calls and this is receiving some push back from the agents. Do you have any suggestions?  ~We-love-our-brand

Thank you so much for your question! This scenario is actually quite common and is experienced by many managers and coaches. First, I would suggest setting some clear expectations so that all agents understand what is being asked of them. Secondly, I would suggest holding small breakout training sessions to include some suggestions on what and how exactly the agent can say to close every call with the branding, perhaps to include role playing. And, lastly– I would recommend sharing this information from the ‘three party promise’ perspective–this is where the company, the customer, and the agent all WIN!

I would explain that:

1) the company would like to brand the close because they are confident that their customers have all been completely satisfied during the call and want to extend and build upon the good faith practices.

2) The customer or member will feel confident that the agent cares about all of their concerns and questions and was handled professionally! (We’re in this together!)

3). The agent can take pride in themselves because they will sound much more professional, well […]

ASK Maureen – Coaches Corner – Fix Push Back2021-03-11T22:17:08+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