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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!

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

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

FEEDBACK SUCKS!

The biggest cause of turnover in the contact center industry is Negative FEEDBACK and everybody still does it!  Why ? ? ?


Usually I do not use words like “sucks” but I want your attention on my intention. Thank you for opening this blog. I want to help you be able to help the agents enjoy their jobs more.  I want companies to retain their agents and have much less turnover, and of course, I want everyone to use The Positive Coach Approach.

Feedback simply doesn’t work when it is negative.  Agents don’t ever quit their job. They quit their supervisor, their manager, their coach, or their quality call checker.

It seems people would rather be RIGHT, than happy.

Supervisors are racking their brains for a new formula, a new way to correct, a different way to “hold people accountable.”  What they really want are results that work for everyone; the Customer, the Company, and the Agent.  When applying feedback or monitoring using computer based bots, or when supervisors threaten with bad grades or poor quality assessments, they have forgotten that the agent is one of the three components to the equation.  I do know that they mean well…

This type of simplicity is very difficult for complicated minds. The technical methods are holding us hostage.

What do we want?

  • A happy atmosphere where people thrive and create a safe environment for the customers, and are wide open for the opportunity to sell something of value to the customer. This way everyone thrives; […]
2021-03-11T22:17:08+00:00