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How are the fees for your training programs structured?All of our training classes are custom designed based on our clients’ needs. The mission of our company is to provide effective, professional training that yields measurable results at an affordable cost. We provide a preferred client rate when we have a contract for at least six days per year. In other words, depending on how many days are booked in one calendar year, we are negotiable. Please contact us for a FREE consultation regarding your training needs. 760-738-8200. |
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Do you have Follow Up Programs?Yes, we usually set up a follow up date at the time of the original training program. We believe that to make any training “stick” there must be a follow up plan to maintain the high performance that is attained immediately after training.We offer several versions of follow up training and coaching depending on the individual clients needs. We offer both quarterly training/coaching and monthly training/coaching. We also have remote coaching available to clients that would like the McKee team to coach their agents. This is exactly why we have preferred client rates, when we are booked 6 days per year. We also have newsletters, e-mail programs and constant connections to our past clients. |
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What type of training aids, workbooks and training manuals do you have?
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Can You Monitor Calls Remotely?We now offer a service that we call remote coaching. We believe in finding out what doesn't work and fixing it. We also believe in coaching people until they start self-correcting. We always separate compliance from skill, in other words we separate “what an agent says” from “how an agents says it”. We do not simply monitor calls for Quality or act as Secret Shoppers. We prefer coaching for skill as a follow up to the training. Since all our training is based on the clients calls, remote coaching is a money saving way to provide feedback and an opportunity for agents to improve. |
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Do you come to our office to consult before you customize a training course?Yes, we do whenever it is required. We also have a very inexpensive way of doing this. As part of the preparation for customized training, we often have the company supply us with tapes of their agents on various calls for various lengths of time. We will evaluate the tape, offer suggestions to improve all of the call errors and provide the first training course in the LAMA© Technique to improve the calls. We offer this as part of our training program at no charge. It is much less expensive and can save the client a lot of money on traveling and consulting fees. |
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Do you review our Scripts and Guides and if so what do you charge for this?We often review the scripts and guidelines used by our clients. We usually like to make recommendations and changes to most of them. We usually find that the company does not use the LAMA© technique in their script writing and guides. We often find it necessary to rewrite the scripts and guides in the LAMA technique. Then we must also train the trainers, agents and/or supervisors to explain WHY our scripts are different. We believe agents should know what to say, how to say it and never read scripts. We will not charge a fee for writing scripts when we do the training. We don't write scripts without a training program in place. We need to teach the scripts to the trainers, managers, coaches and agents. |
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Do you work with small businesses?Yes, we certainly do. We usually do all we can to support small businesses and those who are local to us in San Diego, Orange County and the greater Los Angeles area as well. We encourage small businesses to grow and we will help you. Depending on your size and your needs, call us and let us see if we can support you. And, if we can, we will be able to negotiate something to help make your company great! |
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Do you do role-playing in your training programs?We certainly do. We believe very strongly in skills practice and role-playing. We teach skillful application of the LAMA© Technique for Sales, Retention, Customer Service, Collection and Coaching, This conversational communication technique takes practice. This takes role-playing and interaction with the trainer. We make it "safe" to learn the LAMA© and assist people to learn without making them "feel" wrong or stupid. No one does role-playing more successfully than way we do. It's fun and practical. |
? FAQ ?
? How are the fees for your training programs structured?? Do you have Follow Up Programs?
? What type of training aids, workbooks and training manuals do you have?
? Can You Monitor Calls Remotely?
? Do you come to our office to consult before you customize a training course?
? Do you review our Scripts and Guides and if so what do you charge for this?
? Do you work with small businesses ?
? Do you do role-playing in your training programs ?