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The Positive Coach Approach © Call Center Training Program
1UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
2
Notes_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Welcome to the
Positive Coach Approach
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
3
Notes_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Coach your team toVictory!
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
4
Notes____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
5
Intention
__________________________________________________________________________________________________________________
Relationship Negative Perspective
__________________________________________________________________________________________________________________
Relationship Positive Perspective
__________________________________________________________________________________________________________________
Three Party Promise
__________________________________________________________________________________________________________________
Self Discipline
_________________________________________________________
Skills
Listen_________________________________________________
Acknowledge______________________________________________
Job Knowledge_________________________________________
Ask Questions___________________________________________
The Positive Coach Approach © Call Center Training Program
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
6
Notes_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
7
Communi-cation is a
function ofIntention
The basis for effective communication between people lies in aspecial skill called the L-A-M-A Technique. You will find thiscommunication technique extremely useful when interacting withmanagement, peers, trainees, and of course in your personalrelationships.
This technique will enable you to initiate, guide and sustain aconversational dialogue with anyone..
The technique will enable you to gather intelligence withoutseeming to be intrusive, or manipulative.
People engaged in a pleasant, two-way conversation tend to establisha relationship or bonding. This is the rapport that is so important todevelop with persons that you will be coaching. The point toremember is that it is much easier to interact effectively withsomeone if you establish a pleasant, mutual relationship at the outset.The L-A-M-A Technique will help you do that!
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
8
Simple
But
Not Easy!
THE L-A-M-A Technique
So what is the L-A-M-A Techniqueand how does it work?
It's a simple four-step process. It'skind of like learning to ride abicycle. It takes some practice, butonce you learn, you'll never forgethow to do it.
It requires the development of someskills in doing things that wesometimes take for granted or feelthat we already know.
The four steps are shown on thischart...
Listen
Acknowledge
Make a Statement
Ask a question
(L- A - M - A)
Notes__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
9
HearWithoutJudgment
Here are some keys to good listening:
•Hear without judging, and avoid distractions.
•Do not jump to conclusions.
•Notice underlying feelings.
•Find the Emotional Driver.
Notes__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
10
Notes__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
ACKNOWLEDGE :
This is a very important step in the communication process.
True communication is a two-way street. It is hearing andunderstanding and letting the other person know that you heardand understood.
Acknowledgment is a vital part of any conversation. This can bedone in several ways.
Paraphrase – Running Acknowledgments - Repeat
Let theAgent KnowYou Heard
andUnderstood
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
11
You AlreadyKnow HowTo Do This!
EXERCISE
Write some examples of ways to use the Statement part of the L-A-M-Atechnique.
Paraphrase:
____________________________________________________
Answer a Question:____________________________________________________
Make a Sales statement:____________________________________________________
Explain a Situation:____________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
12
EVERYSTATEMENT
MUST BEFOLLOWED
BY AQUESTION!
EXERCISE
Write some examples of the different types of questions.
Open-Ended:
____________________________________________________
Closed-Ended:____________________________________________________
Alternate Choice:____________________________________________________
Multiple Choice:____________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
13
You have now learned the foundation for the Positive CoachApproach.
•Intention and the need to be determined in advance to be aPositive Coach
•Relationship as it applies here. Make the agents feel that you arehere to help in their success. Never make the agent feel wrong orstupid.
•The Three Party Promise – All solutions that work, must workfor all three parties.
•Discipline, meaning self discipline. Be dedicated to PositiveCoaching
•Skills needed include listening, speaking and persuasiveness.
•The LAMA technique. Be willing to use this in conjunction withall your Positive Coaching conversations.
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
14
To Create and Maintain a Safe Environment. Meaning a comfortable pleasantworking relationship with the agent/CSR.
It is Consultative in Nature. Consultative means: The coach observes, listens, asksquestions, and reviews the situation to get a clear picture of strengths and weaknesses.This way the trainee and coach can collectively come up with recommendations andplans for perfecting techniques.
It is a Positive Experience & Builds Self Confidence in the Agents and, by the way alsoin the Coaches. It’s no secret that without on-going coaching and management supporttrainees will soon fall back into old, comfortable ways and the benefits of the trainingprogram will soon be lost!
The Positive Coach Approach employs Adult Education Principles…Have highexpectations of your agents to act as adults and be willing to perform their jobs well.
The Responsibility Rests with the Agent. Your responsibility is to train, to teach, and tocoach agents and it is the agents responsibility to learn and grow; and take that learningexperience and use it on their job.
Time Lines are Essential…During each coaching session you and the agent will learnto set specific, realistic and timely goals.
Bi-lateral Action Agreements…Bi-Lateral meaning that both the coach and the agentagree on the action to be taken.
And last Questions are the Key…This is the most important step in the LAMAtechnique. You will find that it is the key to coaching as well.
EightGuiding
Principlesof PositiveCoaching
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
15
What we will talk about is the agent who simplyDoesn’t Know How.
In other words they are motivated and want to do the job but lackconfidence and experience. It is up to us, as managers, trainers andcoaches to make sure that they have every tool to do the job.
Those tools are found in:TRAINING and
POSITIVE COACHING.
Notes__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
16
•Positive Coaching always acknowledges the agent, and commendsthem for their willingness to do the work well. Agents will feelacknowledged by your willingness to share your time and experiencewith them.
•It shows the corporate commitment that we want agents to besuccessful, and are willing to spend the time and effort to make ithappen.
•It causes direct communication. You actually have to talk to the agentas you coach them, and of course they have to talk with you. (This maybe a big and important breakthrough for some.) The condition to strivefor is a comfortable free flowing dialogue between the agent and thecoach.
•It improves the skill of every agent, as we have learned through ourexperience. Properly done, coaching can be inspiring and motivational.
•It improves the skill of the coach as well; every time you coach you getbetter at it.
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
17
Notes___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Give OnlyPositive
Feedback
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
18
Notes___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Maintain a Safe Environment
Use side-by-side coaching when an agent is new,or there is something that is new for all agents and
it is safe to learn in front of others.
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
19
Notes___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Consultative Coaching embodies the
Guiding Principles of the
Positive Coach Approach
TheCornerstone
of thePositiveCoach
Approach
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
20
Notes___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
21
Listen to the Customer First
What caused the customer to act differently?
During a coaching situation if you hear these things, activelistening will enable you to praise the agent for the “GoodStuff” and to notice the “Stops”. We as coaches need to be
able to listen not only to the agents but the customers as well.
Notes_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
22
Listen to the Agents Performance
What do You Look For?
Focus on what the agents may have done to createa good experience for the customer, and things
the agent may have done or not done to cause the"Stops”
Notes__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
23
Name _________ Date: ______Coach:_____________
1. The Call Path Control Using the LAMA.2. Ability to find the need of the customer3. Apply the proper product or service3. Overall Product Knowledge4. Demonstrates high energy or enthusiasm.5. High and Happy Tone of voice6. Recognizes a buying sign7. Correctly acts on it buying signs8. Ability to handle objections or upsets9. Willing at invitational or pro-active marketing10. Effective at pro-active marketing11. Makes a second effort to sell12. Creates certainty at the end of the call13. Generates an opportunity to call again.14. Completes a voice-mail message correctly
Areas for AcknowledgmentAreas for ImprovementSteps for ImprovementDate for improvementDate for next meetingComments: ___________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
24
Show the agent the form.
Give the agent a list of definitions
Pick 3 points to work on each session.
Listen to 3 calls or 15 minutes……________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Before listening to the calls
Before you begin coaching
Talk with the agent
Set expectations for today’s session
EstablishPerformanceExpectations
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
25
Notes:_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
• Pick 3 good things toacknowledge the agent for
• Tell the agent about 2 of them
• Ask the first question
– “What did you think was thebest part of the call?”
– “What did you like mostabout how you handled thecall?”
– What else?
• Do this until the agent is finishedcommunicating.
Be Specific
Don’t Patronize
Let them takecredit for the
“Good Stuff”
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
26
-Make a list of 3 things toimprove.
– Do not let the agent “beatthemselves up.”
–When the list has 3 things torepair and improve.
–STOP this part of thecoaching!___________________________________________________________________________________________________________________
•Questions to Use
• What would you like tochange to make that calleven better? (write it down)
• What was your greatestchallenge on that call?
• What do you think youcould have done differentlyor better?
• What if anything made youuncomfortable?
•What would you like toknow how to do that wouldmake the call smoother?
• What can I do to role-playany difficulties in the call?
• What did you not likeabout the call?
• Would there be anyCompany or Technical thingsthat could make your jobeasier?
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
27
• Begin the Learning Process
• Clarify the 3 things the AgentHas chosen
• If the agent picks the things youalready expected. Add NO more.
• Ask the Agent “How will youimprove on that?”
• What will you do to make thischange ?
• How will you remember toimprove on that?
• When will you have this learnedor fixed and managed?
– Set a Time Line– Write all agreements on the
form.
Notes:
_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
– DO NOT fix it
– WAIT for a SUGGESTIONfrom the AGENT
– Show, Tell and Guide,• Give suggestions only if
you are sure the agentdoesn’t know what todo.
– Role Play the Situation forthe Agent’s Learning Benefit
– Send Agent back to trainingif necessary.
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
28
•Summarize all Agreements
•Set Time Lines for Learning
•Ask Agent to come to youroffice when they’ve “got itdown”
•Set Appointment for next time
•Acknowledge the Agent withthe third item you had saved forthe end of this coaching session
•Feel Good That You Had aPositive Coaching session
•Give the form to the agent tocopy
•Keep one copy
•Give the Agent one copy
Notes_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
29
Notes___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
30
Use the LAMAtechnique and keep
your positive attitudeat all times!
Notes_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
31
Notes_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Use the LAMAtechnique! Ask theagent to make theoffer next time!
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
32
Notes_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Use the LAMAtechnique! Make the
agent RIGHT, offer tohelp the agent
improve!
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
33
Use the LAMAtechnique!
Take responsibility.Teach the agent.
Ask the agent for theircommitment from
today forward.
Notes_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
34
Notes_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Use the LAMAtechnique and keep
your positive attitudeat all times!
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
35
Notes_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
36
Notes_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Make your commitment and make a planto become certified in the
Positive Coach Approach
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series
The Positive Coach Approach © Call Center Training Program
37
Life WorksTo theDegree
You KeepAgreements
Review this program – Study the Ideas
Set Up forms that Work Set Up time for Walk – By Coaching Set Up Time for Consultative Coaching Set Up first meeting with agents (time line) Who will council the “won’t do” people Commit to Coaching – Positive Only Learn to listen for the STOPS (customer) Learn to listen for the “Good Stuff” Remember to Acknowledge the agents Read Your Pledge to be the Master Coach Keep Records of Progress Report progress to Higher Management Be sure to Acknowledge Yourself Contact Sally Cordova with [email protected]
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series