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11 Aug

Train the Trainer in October

Author: admin  //  Category: Call Center Supervising, Sales, Train the Trainer, Train the Trainer T-3

Hi EVERYBODY, Okay, today is the beginning of a new era in Training for us. We are going to start to train the Call Center Trainers of the world. Ever since I started this business in 1979, I know that makes me old. BUT What AM I a HUNDRED? (Quoting Betty White) Training has been my calling but now I don’t want to travel all over the globe to do it. Call me “Lazy” not really, just call me “tired of airplanes and lovin’ tennis and idea of passing on a legacy of training to those who want to do it in a way that works.”

I call this a complete change in my business model. Of course Sally is still going out there to call centers and training anyone who wants her in sales, customer service, and of course Positive Coaching, but I am staying home and developing a brand new “THING”.

My dream is Part 1 that other consultants who want to do what I do, will come, learn and take the LAMA to new levels, new places and make money doing it. Part 2 of my dream is that Call Center Management will see the brilliance of this plan. It will save them time and money. But the best part is that for 30 years, I learned and was blessed with a system that actually works. It works because it’s really about communication and NOT about selling although we teach sales with it. I will tell you the story if you are interested little by little in this blog. But all you really need to know now is that I love everyone I ever sold to, trained or taught how to make money by phone.

Underneath all the techniques is the foundation of actually caring for you. I do. I know…corny but true. When my husband passed away in 2006, Sally was already in the pipeline to carry this torch to new generations and she is doing it with class and making a fantastic income. We (Sally and me) could teach this the world over. We want people to take our training and make it their own, teach it to every call center from 3 day blinds to IBM. It works, it’s what the world needs now (to quote a song by Bacharrach – Okay that dates me)

Enough for today. Back tomorrow or Friday.
Please join us, tell people about this new T-3 Train The Trainer Program because your young trainers, new trainers or veteran trainers will never get this kind of training anywhere else in the US. Guaranteed. This is the REAL DEAL. No Tricks, just real, authentic ways to grow, talk, communicate and use what you know to succeed in business with integrity and panache.

We want to KEEP the LAMA alive.
~Judy

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02 Feb

Quick Fix Fridays

Author: admin  //  Category: Call Center Supervising, Podcasts, Retention, Sales, Stuff from McKee & Cordova, Videos

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21 Jan

Motivational Millions

Author: admin  //  Category: Call Center Supervising

Hi GANG,

Everybody in the call center needs motivation. Here are a couple of ways you can encourage, entice, motivate and inspire your agents to bigger and better things. I love to inspire the mind but sometimes it works to start by giving gifts.

First of all: Change your mind from the thought that “You are getting paid so you don’t need motivation.” Yes, they do and why? because sitting at the same job station and doing a repetitive job causes more turnover than anything else. Negativity doesn’t work. Positive Coaching Works and good ideas work.

Try these two things:
Games and inspirations that cost little and create a lot: www.motivatedincentives.com This company is devoted to you and your call center. (817) 912-1072 The WEBSITE will let you sample things for FREE. See if this will work for you.

For Customer gifts and things: Contact: Sherri Flibsen, a funny name but a wonderful person. sherrip@nadel.com www.nadel.com

Judy and Sally
See you in the call center….

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12 Jan

Tips for New Trainers

Author: admin  //  Category: Call Center Supervising, Positive Coaching Tips

The Positive Coach Approach Tips for New Trainers

Clicking With Inspiration
This is the sixth and final article on Tips for Trainers, and I would like to close out the series in the same way I close every training session, which is with a short motivational and inspirational message. Training programs should be designed to deliver solid useful materials and skills that trainees can readily use to enhance their performance coupled with the motivation and inspiration necessary to make the trainees want to excel. So, let’s click with inspiration!
Let’s begin with a quote from Faith Popcorn and Lys Marigold’s wonderful book, Clicking:

“The very word, the very sound of fingers snapping —- wakes people up, shakes people up. A light goes on, the puzzle pieces tumble into place and suddenly you’re newly aware and alert to the chance for a brave new future.” The dictionary defines “click” as “to fit together, to become suddenly clear or intelligible. The colloquial definition is “to succeed, make a hit,” such as when former Boston Celtics player Robert Parish recalled the days he and teammate Larry Bird “played absolutely effortlessly and clicked on the court.” At the computer, clicking makes you all powerful: single clicks, double clicks, sending commands, moving icons. Click and you’re on the Internet and linked to the world. Click and an image flares into life. Click again and you can trash it —- gone forever.”
“Some have described their personal clicking experience as a thunderbolt, a surge. There’s a wonderful seismic word, tsunami, meaning a gigantic ocean wave caused by an earthquake or volcano. That’s a terrific way of capturing the feeling of a real click —- a powerful wave that’s capable of changing your world, your life.”

Let’s put clicking as it applies to the trainer and inspiration together.

Give your trainees a vision of the future. Plan the end of every training session to be inspiring.
Inspiration will breed self motivation. Click.
Trainees want life-lessons as well as work lessons. Collect stories describing successes of individuals who persisted and achieved lofty goals in spite of hardships, setbacks, lack of talent or physical attributes. Stories can be readily found in biographies of scientists, athletes, inventors, adventurers or campaigners for human rights. Select quotes that move and inspire you. Click!
Personal stories work best. If you have had a life / death experience or a particularly life changing experience, tell it to your trainees. You will endear yourself to them and inspire them to take what you learned and make it their own. Click!
Throughout my twenty years working as a trainer and consultant, I have experienced many rewards, but the most fulfilling and precious memories I have come from seeing my trainee’s faces light up when they seize a concept, idea or skill they are anxious to put to work. The act of teaching someone and watching them expand their horizons is an absolutely priceless experience. Click!
There is an old Samurai adage in the Hagakure, which says: “The way is in the training.” This means there is only one training, the one in which you train yourself. Click!    If that’s true, you who are developing others have a great purpose in life. Train yourself first, and keep your own saw sharpened. Most of all, believe your trainees want to learn, grow and become successful. If you believe in them, give them a vision, the tools and your total support, they will someday outshine the trainer. That’s what you want isn’t it? Click!
The mission of our company is to provide high quality professional training programs that yield measurable results at affordable cost.

Judy McKee
McKee Consulting LLC 760-738-8200
www.ThePositiveCoachApproach.com
judym@tyccpro.com

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