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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!

Thanksgiving – My Favorite Holiday of all!


Every year at this time, I am always so thankful and, I am reminded as soon as Halloween is over that everyone gets into this wonderful mode of THANKS.  I started my business on November 16, 1979.  I know!  Can you believe it?  I was born on November 26th, and Thanksgiving is always right around my birthday.  This year, I have so much to be thankful for and, I hope some of these “thankful ideas” give you some ideas for yourself.

This year I have had a private group of wonderful people who meet with me weekly to grow our INTENTION levels to higher consciousness.  This has been the most fun!  These people are remarkable, and they are learning and sharing more each week about how they are growing.  This helps us all expand our minds to a higher place of love and understanding.  It hasn’t made anyone thinner, cuter, or have less wrinkles; but it has made us more prosperous and opened our eyes to what we really want.  We set some goals and intentions at the initial session, and have noticed we want more of what we can’t see than more of what we can see.  To me, this is enlightenment.  WE want to love more, the confidence that self-esteem brings to us, ability to communicate with our family, friends, and business associates.  We want continued joy, gratefulness, and appreciation. (It may be corny, but it’s true.)

We have dropped the To-Do lists in favor of “Thinking BIG.”  It’s […]

Thanksgiving – My Favorite Holiday of all!2021-03-11T22:17:08+00:00

How do you say, “Thank You” in LAMA?


Maybe you would like some ideas this year on words and ways to say them, that really acknowledge another person.  When I want to say something wonderful, I usually start blubbering like a baby because, I start to seriously think about what someone means to me instead of taking them for granted.  When I am coaching in a call center and the agent says, “Thank you for calling,” or “Thank you for being our customer,” I always want to thank the Agent for the good job and embellish it.  Most agents find me a little on the corny side, but the wonderful thing is, they GET IT!  If you are teaching Customer Manners, or Company Goals with Customer Affairs or Quality Care, it may be part of your responsibility to listen for how we express our thanks.  I will LAMATIZE a couple of Thanksgiving expressions for you when you are the Coach, the Manager, or the Trainer.  This will start you thinking about how to say “Thanks.”

  1. The Customer asked for something. The agent completed the job. Here is what you can say:
  2. L – This is what you heard…Agent did a nice job and thanked the customer for calling.
  3. A – Corey, you really helped that customer and you did it fast.
  4. M – When we teach etiquette we say the usual things, but you didn’t just say the usual things. You were kinder, you offered even more education if the customer […]
How do you say, “Thank You” in LAMA?2021-03-11T22:17:08+00:00

What is all this talk of LAMA™


It is a Skills Training Course on Communication that works!  That’s all!
The L-A-M-A Technique™

When you know the difference between “What Works and What Doesn’t Work!” you can create a Contact Center Learning System that is FANTASTIC! REVOLUTIONARY! AND one that Cannot and Will Not fail.  It is based on the same principle of gravity, and you never doubt that do you?  Judy McKee started in 1979 generating so many appointments, to sell or list real estate, that she was made a manager, then a trainer for a large Real Estate Company.  She said. “What’s so hard about getting appointments?  I get them all the time.”  The Independent Agents would not do what she said. Lesson Number One in the LAMA Training.  PEOPLE WOULD RATHER BE RIGHT, THAN RICH.  When she got the job of training the new hires, they didn’t know any better.  They just wanted to sell real estate, so Judy asked them to put their manuals under the desk because the manual said, “How to hold an open house.”  Judy said, “Who cares if we hold houses open…we just want to sell them.”

This seemed like perfect logic to her and to the new hires. This is when the LAMA Training was born.  It was called the Statement/Question Technique until Discover Card took our training and penned the acronym LAMA. Judy McKee trademarked the name, and the rest is history, as they say.

The LAMA Technique™ is born to WIN!

Why won’t it ever fail? Because it is built […]

What is all this talk of LAMA™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