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LAMA Training

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Home of the Original
LAMA Training

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

Christmas, Didn’t you get the memo


Aaron Sorkin wrote that line for WESTWING and I will never forget it.

I love this time of year.  It causes everyone to take at least a minute to STOP and THINK. 

Questions like:

  • Am I getting too old?
  • Am I going too fast?
  • Am I working too hard?
  • Am I trying to scheme to get the next gig?
  • Am I really living in the now moment?

“I have come to believe in so many strange things over the years.  I have had many ‘wow’ experiences, and because of that, I have very little reason to doubt that there is truth about things that are beyond what I can see or predict.” 

Intention and a vision in a future, you cannot see, is where the fun is.  The past has its moments, and sometimes they are really great. But that is not a reason to look back all the time. Looking through the rearview mirror causes you to bump into things.  The only thing the past can do, is to help you make a prediction based on old facts.  But what about the things you didn’t predict?

Imagination is funny.  It allows you to dream of things that have not yet happened.  I like that.  I can put a lot of faith in that.  Experience is all that teaches…words never teach. Let’s have a New Year of Intention, Consciousness, and Vision.  That is what I […]

Christmas, Didn’t you get the memo2018-12-23T19:58:15+00:00

Words Don’t Teach – And All That Jazz!


Words are only symbols of something else.

OMG…I am not a team player…now what do I do?  Don’t I fit in? (NO…) Don’t I play well with others? (YES, I do!)  Should I just say… “I am a team player!” Will I be more accepted then?  Being a TEAM player is acknowledged by the best companies as The Way To Be.  Often you hear, or see, great presentations about the word TEAM and what those letters stand for.  Another one I’ve heard is “There is no I in T-E-A-M.”   This is a very old paradigm.  The word team teaches nothing…the Experience of Being on a team can teach you everything…I like to use the very ancient words from the HAGAKURI. “Learn one thing, learn a thousand.”

My favorite way to put a TEAM together would be to use the analogy of JAZZ.  Each single person is an I AM or I WILL kind of person.  A person who can hold his own, alone if necessary, yet allows others to play as well to the best of their ability.  If you watched and heard a Jazz quintet play together, you would hear each musician do his or her own “thing.” It becomes a thing of beauty, and it’s called JAZZ.  Each player can SOLO as well as join in the tune with accompaniment.  It’s a joy to  be in the presence of this type of TEAM.   The Piano man, the percussionist, the base, the horn, and the guitar – WOW!  Put […]

Words Don’t Teach – And All That Jazz!2021-03-11T22:17:08+00:00

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