The STAR AWARD

MAME: “The World is a MAME: “The World is a MAME: “The World is a MAME: “The World is a

banquet and most people banquet and most people banquet and most people banquet and most people

are starving to death!”are starving to death!”are starving to death!”are starving to death!”

You can ACKNOWLEDGE the You can ACKNOWLEDGE the You can ACKNOWLEDGE the You can ACKNOWLEDGE the

STARS in your office!STARS in your office!STARS in your office!STARS in your office!

UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVA

The L-A-M-A (SM) Technique, The L-A-M-A (SM) Communications Training Series

EEEE----Book for EASY Book for EASY Book for EASY Book for EASY

READINGREADINGREADINGREADING

Once upon a time in a Once upon a time in a Once upon a time in a Once upon a time in a Contact Center in Contact Center in Contact Center in Contact Center in

California or Arizona or California or Arizona or California or Arizona or California or Arizona or NevadaNevadaNevadaNevada

A wonderful, hardworking customer care representative worked every day for 8 hours at making sure the customer was • Acknowledged sincerely on A daily basis• Supported with information and help• Engaged in conversation using LAMA

technique.• Given certainty and always had an advocate

in their company.

But NOBODY NOTICED HER or HIM. (like Rudolph)

Then a Miracle Happened . . .

The Leader of this team noticed . . .

McKee Consulting LLC Unpublished Copyright 8-2016 The Flip Side 760-738-8200

The CSR Needed Acknowledgement in a The CSR Needed Acknowledgement in a The CSR Needed Acknowledgement in a The CSR Needed Acknowledgement in a

big WAY… A Miracle big WAY… A Miracle big WAY… A Miracle big WAY… A Miracle • The SOCAP Member Completed an

acknowledgement form by way of a Nomination for the STAR AWARD given annually by the SW Chapter of SOCAP.

• This Leader turned in their nomination by November 11th so their Agent might WIN the award. (send a photo as well -Easy to do)

• This Leader had the company buy luncheon tickets for all who would be attending the Holiday Luncheon for only $45.00 per person. December 14th at the Coyote Country Club.

• Leader made plans to attend the Holiday Luncheon with the hopes that their representative would win one of the wonderful cash prizes, get a certificate and be awarded the STAR award he/she so richly deserved.

• The Customer Care Agent received acknowledgement for their hard work and enterprising ability and talent. Like Rudolph..he or she became a SOCAP STAR!

McKee Consulting LLC Unpublished Copyright

8-2016 The Flip Side 760-738-8200

What Happened next?

The Holiday Luncheon

Please come to this event and acknowledge someone in your office.

What happened next?What happened next?What happened next?What happened next?The word went out to all the world about this agent and all others in the office

tried to win next year.

UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVA

The L-A-M-A (SM) Technique, The L-A-M-A (SM) Communications Training Series

Star Star Star Star AwardAwardAwardAward

Network with like-minded peopleEnjoy the Golf Club and the FINE FoodMeet your colleagues and hear a great

speaker! Bring a Toy for a Kid!

Keynote Speaker - Michael Tchong, Founder of ubercoolINNOVATION

Michael Tchong is a high-energy, passionate speaker who devotes himself to driving trends that reinvent

markets. His trademark motto is, "I help you catch the next wave before it catches you."

Register Today! Bring a STAR with you!

UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVA

The L-A-M-A (SM) Technique, The L-A-M-A (SM) Communications Training Series

The SOCAP STAR Award

I can do anything I set my mind to.I am full of the same thing the stars

have…energy.Things in my office just keep just keep

getting better. I acknowledge The STAR at my

company….NOW!

UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVA

The L-A-M-A (SM) Technique, The L-A-M-A (SM) Communications Training Series

McKee Consulting LLC Unpublished Copyright

8-2016 The Flip Side 760-738-8200

Wednesday, December 14, 2016Wednesday, December 14, 2016Wednesday, December 14, 2016Wednesday, December 14, 2016

Join the SOCAP Southwest Regional Chapter for their S.T.A.R. Awards and Holiday LuncheonJoin the SOCAP Southwest Regional Chapter for their S.T.A.R. Awards and Holiday LuncheonJoin the SOCAP Southwest Regional Chapter for their S.T.A.R. Awards and Holiday LuncheonJoin the SOCAP Southwest Regional Chapter for their S.T.A.R. Awards and Holiday Luncheon

You're invited to join us at the Coyote Hills Golf Course as we get into the holiday spirit and celebrate the hard work of ouYou're invited to join us at the Coyote Hills Golf Course as we get into the holiday spirit and celebrate the hard work of ouYou're invited to join us at the Coyote Hills Golf Course as we get into the holiday spirit and celebrate the hard work of ouYou're invited to join us at the Coyote Hills Golf Course as we get into the holiday spirit and celebrate the hard work of our cr cr cr customer ustomer ustomer ustomer service representatives by honoring them with the SOCAP Top Achiever Recognition (S.T.A.R.) Award.service representatives by honoring them with the SOCAP Top Achiever Recognition (S.T.A.R.) Award.service representatives by honoring them with the SOCAP Top Achiever Recognition (S.T.A.R.) Award.service representatives by honoring them with the SOCAP Top Achiever Recognition (S.T.A.R.) Award.

We encourage you and your company to nominate individuals who make a difference every day with their positive attitude, williWe encourage you and your company to nominate individuals who make a difference every day with their positive attitude, williWe encourage you and your company to nominate individuals who make a difference every day with their positive attitude, williWe encourage you and your company to nominate individuals who make a difference every day with their positive attitude, willingnngnngnngness to ess to ess to ess to lend a hand and forward thinking in everything they do. Be it a representative, floor leader, supervisor or trainer lend a hand and forward thinking in everything they do. Be it a representative, floor leader, supervisor or trainer lend a hand and forward thinking in everything they do. Be it a representative, floor leader, supervisor or trainer lend a hand and forward thinking in everything they do. Be it a representative, floor leader, supervisor or trainer ---- if they arif they arif they arif they are invaluable to e invaluable to e invaluable to e invaluable to your company then we want to hear about them! Please use this link to access the S.T.A.R. Nomination Form.your company then we want to hear about them! Please use this link to access the S.T.A.R. Nomination Form.your company then we want to hear about them! Please use this link to access the S.T.A.R. Nomination Form.your company then we want to hear about them! Please use this link to access the S.T.A.R. Nomination Form.

Keynote Speaker Keynote Speaker Keynote Speaker Keynote Speaker ---- Michael Michael Michael Michael TchongTchongTchongTchong, Founder of , Founder of , Founder of , Founder of ubercoolubercoolubercoolubercool INNOVATIONINNOVATIONINNOVATIONINNOVATIONMichael Michael Michael Michael TchongTchongTchongTchong is a highis a highis a highis a high----energy, passionate speaker who devotes himself to driving trends that reinvent markets. His trademark motto is, energy, passionate speaker who devotes himself to driving trends that reinvent markets. His trademark motto is, energy, passionate speaker who devotes himself to driving trends that reinvent markets. His trademark motto is, energy, passionate speaker who devotes himself to driving trends that reinvent markets. His trademark motto is,

"I help you catch the next wave before it catches you.""I help you catch the next wave before it catches you.""I help you catch the next wave before it catches you.""I help you catch the next wave before it catches you."

An innovation catalyst, Michael inspires attendees by dissecting opportunities that exploit market shifts, in particular massAn innovation catalyst, Michael inspires attendees by dissecting opportunities that exploit market shifts, in particular massAn innovation catalyst, Michael inspires attendees by dissecting opportunities that exploit market shifts, in particular massAn innovation catalyst, Michael inspires attendees by dissecting opportunities that exploit market shifts, in particular massiveiveiveive """"UbertrendUbertrendUbertrendUbertrend" " " " waves. His talks showcase brands and individuals who are leading the charge to reinvent industry sectors by harnessing emergiwaves. His talks showcase brands and individuals who are leading the charge to reinvent industry sectors by harnessing emergiwaves. His talks showcase brands and individuals who are leading the charge to reinvent industry sectors by harnessing emergiwaves. His talks showcase brands and individuals who are leading the charge to reinvent industry sectors by harnessing emerging ng ng ng societal societal societal societal and technology trends, with an emphasis on the trajectory shift innovation provides.and technology trends, with an emphasis on the trajectory shift innovation provides.and technology trends, with an emphasis on the trajectory shift innovation provides.and technology trends, with an emphasis on the trajectory shift innovation provides.

Michael is the founder of Michael is the founder of Michael is the founder of Michael is the founder of ubercoolubercoolubercoolubercool INNOVATION INNOVATION INNOVATION INNOVATION -------- a consulting agency and incubator a consulting agency and incubator a consulting agency and incubator a consulting agency and incubator -------- and an adjunct professor of innovation at the and an adjunct professor of innovation at the and an adjunct professor of innovation at the and an adjunct professor of innovation at the University of San Francisco and UC Berkeley. He’s currently writing his third book, University of San Francisco and UC Berkeley. He’s currently writing his third book, University of San Francisco and UC Berkeley. He’s currently writing his third book, University of San Francisco and UC Berkeley. He’s currently writing his third book, UbertrendsUbertrendsUbertrendsUbertrends, to be published in early 2017. His trend and , to be published in early 2017. His trend and , to be published in early 2017. His trend and , to be published in early 2017. His trend and innovation analysis resides at ubercool.com.innovation analysis resides at ubercool.com.innovation analysis resides at ubercool.com.innovation analysis resides at ubercool.com.

"Spark of Love" Toy Drive "Spark of Love" Toy Drive "Spark of Love" Toy Drive "Spark of Love" Toy Drive ---- Give Your SupportGive Your SupportGive Your SupportGive Your SupportDuring this time of year the SOCAP Southwest Regional Chapter has an opportunity to give back to those less fortunate. We areDuring this time of year the SOCAP Southwest Regional Chapter has an opportunity to give back to those less fortunate. We areDuring this time of year the SOCAP Southwest Regional Chapter has an opportunity to give back to those less fortunate. We areDuring this time of year the SOCAP Southwest Regional Chapter has an opportunity to give back to those less fortunate. We are aaaasking that sking that sking that sking that

you consider bringing an unwrapped new toy to ensure every underprivileged child receives a gift this holiday season. All toyyou consider bringing an unwrapped new toy to ensure every underprivileged child receives a gift this holiday season. All toyyou consider bringing an unwrapped new toy to ensure every underprivileged child receives a gift this holiday season. All toyyou consider bringing an unwrapped new toy to ensure every underprivileged child receives a gift this holiday season. All toys ws ws ws will be given ill be given ill be given ill be given to the Fullerton Fire Department.to the Fullerton Fire Department.to the Fullerton Fire Department.to the Fullerton Fire Department.

The “Spark of Love” Toy Drive is sponsored by ABC7 television and fire departments in Orange, Los Angeles, Ventura, RiversideThe “Spark of Love” Toy Drive is sponsored by ABC7 television and fire departments in Orange, Los Angeles, Ventura, RiversideThe “Spark of Love” Toy Drive is sponsored by ABC7 television and fire departments in Orange, Los Angeles, Ventura, RiversideThe “Spark of Love” Toy Drive is sponsored by ABC7 television and fire departments in Orange, Los Angeles, Ventura, Riverside anananand San d San d San d San Bernardino counties. Further information about the “Spark of Love” Toy Drive may be obtained by calling the Fire Prevention DBernardino counties. Further information about the “Spark of Love” Toy Drive may be obtained by calling the Fire Prevention DBernardino counties. Further information about the “Spark of Love” Toy Drive may be obtained by calling the Fire Prevention DBernardino counties. Further information about the “Spark of Love” Toy Drive may be obtained by calling the Fire Prevention Diviiviiviivision of sion of sion of sion of the Fullerton Fire Department at (714) 738the Fullerton Fire Department at (714) 738the Fullerton Fire Department at (714) 738the Fullerton Fire Department at (714) 738----6500.6500.6500.6500.

Wednesday, December 14, 2016Wednesday, December 14, 2016Wednesday, December 14, 2016Wednesday, December 14, 201610:00 a.m. 10:00 a.m. 10:00 a.m. 10:00 a.m. ---- 2:00 p.m. PST2:00 p.m. PST2:00 p.m. PST2:00 p.m. PSTCoyote Hills Golf CourseCoyote Hills Golf CourseCoyote Hills Golf CourseCoyote Hills Golf Course1440 E. 1440 E. 1440 E. 1440 E. BastanchuryBastanchuryBastanchuryBastanchury RoadRoadRoadRoadFullerton, CA 92835Fullerton, CA 92835Fullerton, CA 92835Fullerton, CA 92835Members: $45Members: $45Members: $45Members: $45NonNonNonNon----Members: $55Members: $55Members: $55Members: $55