Quick Fix Fridays

Sessions 1-21 It’s just lucky to have 21 courses of the next 10 months.

In order to provide your staff with the training and coaching support that will obtain the maximum and most productive response from your telephone agents; we propose the following Programs 20 minute sessions.

Each session will be complete on element of successful Phonedamentals. There will be programs covering the following areas of training programs: Sales and Tele Sales Coaching in the Contact Center Customer Service and Retention

The trainers will be either Judy McKee or Sally Cordova each a professional speaker, master trainer, and author.

Each session will:

• Start at 7 AM Pacific Time - Begin on Time - No Exceptions
• Will END approximately 7:20 to 7:30
• Will be recorded for future use
• Will be placed on the Server Portal for replay
• Will be available to re-play for participants for 30 days.
• Will have a workbook page or two - possibly a job aid or a tip in writing
• Have a qualified trainer who will teach these courses

There is limited space on Go-to-Webinar!

Please be sure to attend the next seminar on:

Friday August 20th / 7 AM PST

Session 10: Cross My heart and Hope to Die! - Role-Playing is EASY when you know the McKee Method. Some have called it the "Piano Teacher Training Method." You will learn How to create a Safe Environment for Role-Playing and Skills Practice in the Training Room. Nothing BEATS practice. If you want to play the piano, speak in front of the room or have your agents feel "safe" to role-play with you, you can find out how to do it here!.

↓ Click on the button below to register for the Webinar ↓

Enjoy the Show!

Quick Fix Friday e-Learning Sessions Outline for 2010

Session 1: The Power of Intention – or Intention at the Speed of Light (Attitude) Learn How to open your day with the Intention to “get the job done.” IN this session the foundation for the entire series will be outlines and people will learn HOW to generate their own intentional power. It’s a short and dynamic class that will enlighten as well as instruct. Attendees will get definitions and posters to remind themselves about how powerful they really are.

Session 2: Never Make the Customer Wrong or Stupid (Building Customer Relationships) Learn how to generate a satisfied customer. In this session, the mental and physical side of Acknowledgement will be defined. It’s so simple but it isn’t easy to have “the customer is always right feeling.” Learn what it takes in this session.

Session 3: Million Dollar Coaching Tips (BEST practices for supervisors) Two biggest errors to omit from your coaching. And then, find out the quickest and best practices now. In 20 minutes you will learn something about what the very best coaches do and a quick way to get yourself “grooved” to do what they do.

Session 4: Death or the Elevator Speech (Sales 101) Benefits NOT Name and Number) Elevators go up and down. That’s what makes this class a learning experience. You can live or die in that elevator if your speech is self-centered. Learn how to make it customer centered. Everyone loves what “they” do not what “you” do. Show them in 1 minute…Learn how to do this in this death to the pitch session. Your success depends on it.

Session 5: How to Handle the Crazies (Customer Service Needs Service, too) Learn that there are only 3 upsets in the world and you can handle them quickly if you recognize them and act on that recognition. You will take home the methodology for handling all three. Exact scripts will be suggested and then you can make them your own. Know what to say and how to say it for 3 major upsets will cut call time and keep your customer for life.

Session 6: Coaching Errors – 8 Things to tell your rehab counselor There are 8 coaching ERRORS and you will learn what they all are in this short but very powerful session. You will have to have rehab after this class because you are such a kind hearted parental type…you may need to give up fixing others. Come and find out how to get those “children” in line by treating them like the adults they are. FUNNY and FUN and EFFECTIVE.

Session 7: If you are doing half way, either cheek will do. Learn how to SPEAK customer in a buying mood or mode. How to offer a product or a service and do it RIGHT! Features and Benefits go together like, Hand and glove, Bonnie and Clyde, Cookie and milk. “A BIG Mac and We’re lovin it” is perfect. How about Staples and EASY BUTTON? Learn the quickest way to answer….So what? OR “What’s in it for me?”

Session 8: Finding a Missing Link from Buying Signal to Sales Opportunity Buy “Miss NO MORE” Learn the most frequently missed buying signals and how to FIND them.. Half the time we fail because of something that is missing not because of something that is there. In this session you will learn what to listen for and what to do about it quickly. Three common buying signs that get missed. LISTEN for IT….!!! Miss NO MORE.

Session 9: All About MONEY Five Rules about how to talk about MONEY. You will find out what to say, how to say it and when to say it. Positioning the price can be as important as the price itself. Don’t risk making mistakes about MONEY SPEAK. The whole world is concerned about it and you need to speak about it in a way that gives the customer the benefit and salesperson less risk.

Session 10: Cross My heart and Hope to Die!

Session 11: 4 ways to GET past the screener

Session 12: 1 Single step for cross selling (EASY Application)

Session 13: Second step for cross selling (Can you recognize a buying signal?)

Session 14: Cross Selling the “Hard Way” ( Did you say, please?)

Session 15: Retention, “say, please…..and what works.

Session 15: When to say “When.” Proper placement of a closed ended question.

Session 16: Benefits or DATA….you choose.

Session 17: Customer Service? Who says so…..you or the customer?

Session 18: First of Five Steps to High Five Coaching Form

Session 19: Open ended questions and where to put them. Timing is everything, WHAT?

Session 20: Kill the Bad Rap on Telemarketing with what you say and how you say it.

Session 21: How to “speak MONEY.” A language of the poor if you are not careful.

Wait Wait, Don’t tell me…..there’s more!