PDF Download The Positive Coach Approach: Call Center Coaching for High Performance, by Sally Cordova, Judy McKee
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The Positive Coach Approach: Call Center Coaching for High Performance, by Sally Cordova, Judy McKee
PDF Download The Positive Coach Approach: Call Center Coaching for High Performance, by Sally Cordova, Judy McKee
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The Positive Coach Approach is truly unique in that it provides a clearly charted course of action. It's a course for anyone charged with the task of improving call center performance in the form of customer satisfaction, increased sales, shorter call times, and greater employee satisfaction. This book is a teaching guide that will lead you through what to do, why to do it, and how to do it. This method of coaching eliminates: - Stress on coaches and agents - The need for constructive criticism The Positive Coach Approach is: - A proven way to get more and better results - A kinder approach to performance improvement
- Sales Rank: #166992 in Books
- Brand: Brand: AuthorHouse
- Published on: 2007-02-06
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x .40" w x 6.00" l, .54 pounds
- Binding: Paperback
- 147 pages
- Used Book in Good Condition
About the Author
Sally Cordova is a seminar leader, coach, trainer and author. Her personal philosophy of education and commitment through positive expression comes clearly throughout her Coaching Training Programs. She worked her way through university and received her degree in Business Administration and Accounting. She is the author of the High Five Coaching program and the certification training associated with it. Through her advanced education with various leadership and managerial training programs, she learned through trial and error, what works and what doesn't work. With her roots in customer service she soon learned the value of management with a positive attitude. She has been continually involved in this effort for the past twenty-five years. Email SallyC@TYCCPro.com or visit our website at www.TrainYourCallCenter.comJudy McKee is a nationally known motivational speaker, seminar leader, sales trainer and author. She is a pioneer in the telemarketing industry. She began her career as a telephone sales representative and knows the business thoroughly. She is the author of Scriptwriting for Effective Telemarketing and Maximizing Customer Contact and The Sales Survival Guide. She has been a consultant in the call center industry for the past thirty years. Her expertise in the art of telephone sales and positive coaching has put her in demand by corporations and small businesses nationwide. Judy communicates a totally positive approach to selling, coaching and solving problems. Email JudyM@TYCCPro.com or visit our website at www.TrainYourCallCenter.com
Most helpful customer reviews
1 of 1 people found the following review helpful.
Four Stars
By Elizabeth Greenough
Good read especially for managers.
1 of 1 people found the following review helpful.
AMAZING!
By XP
I have had the pleasure of being a part of this author's training courses in person. This book is nothing short of being equally amazing. I manage a call center and I would be lost without it.
1 of 1 people found the following review helpful.
A Must Read for Business Leaders !!!
By Aaron Taylor
Career changing book! This is a great read for anyone that manages other employees in call centers and even beyond! In addition to the great coaching principles contained in the book, the authors also teach how to create a winning and safe environment for you and your employees.
I have had the pleasure of working with Sally Cordova and Judy McKee for nearly 15-years and have hired McKee Consulting to train the LAMA Technique and The Positive Coach Approach at various companies including eHarmony.com, Stamps.com, Reunion.com, MyLife.com and most recently Spokeo.com. Each opportunity to work with them drove amazing and tangible results. Outcomes like lowering Employee Turnover, increasing Customer Satisfaction, boosting Sales and Customer Retention! Their approach to training, coaching and their underlying principles has made/saved tens of millions of dollars for the various organizations I have worked for in the past 15-years.
This book is a great start to changing how coaching and training should work in a call center or any environment that is customer facing! I would highly recommend ordering a copy. It is a quick yet powerful read and should be on every executive's desk. If you want to learn even more or for on-site training/coaching or even eLearning, please give them a call!!
[...]
Thanks,
Aaron T.
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