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"THE COACHES CORNER" (UPDATED 24 March 00)
5 COACHES !! ?? !! QUESTION: Why do we have to fight "TOOTH and NAIL" with The Company to get RES AGENTS hired in the "UNDERSTAFFED" Res Office.. BUT..... It seems that we get approval to hire more Coaches with no questions asked? ANSWER: YOUR GUESS IS AS GOOD AS MINE !! SEEMS STRANGE TO ME TOO !!! |
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WORRIED ABOUT "THE LIST" 
Updated 24 March 2000 In the ONGOING Struggle to make "THE LIST" palatable to EVERYONE.... We will try YET ANOTHER way of doing "THE LIST". Starting April 02 2000 "THE LIST" will be posted every Thursday for a one (1) week period. "THE LIST" will be time stamped and signed off by a Lead Agent or Steward before it is posted. I SINCERELY HOPE THAT THIS METHOD OF POSTING "THE LIST" WILL RESOLVE THE ONGOING PROBLEMS MANY OF YOU HAVE WITH THE WAY "THE LIST" IS CURRENTLY BEING POSTED. If this method does not work.. We will try yet another way of posting.. OR At last resort A GRIEVANCE will be filed to resolve this NAGGING issue. Rob |
 I PERSONALLY THOUGHT THAT
TAPES WERE TO BE USED AS A TRAINING TOOL TO HELP US ALL BECOME BETTER AGENTS. I THOUGHT THE COACHING and COUNSELING SESSIONS WERE SUPPOSED TO BE A POSITIVE and PRODUCTIVE EXPERIENCE. I THOUGHT WRONG !!!! AGENTS HAVE BEEN "AND CONTINUE TO BE" DISCIPLINED FROM TAPES MADE BY THE COACHES AND TURNED INTO MANAGERS. FIRED ... SUSPENDED ... LETTERS ON FILE ..... I HOPE THAT THE COACHES LIVE UP TO THE "COACHES MISSION STATEMENT" THAT LOCAL MANAGEMENT HAS DISTRIBUTED TO US ALL. If you have not read the "COACHES MISSION STATEMENT" I have included it below. Rob |
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COACHES MISSION STATEMENT A Coach is a person who HELPS TO MOTIVATE and SUPPORT individuals, in a TRUSTING team environment, to attain revenue and customer service goals while ENCOURAGING people with POSITIVE REINFORCEMENT.
This will lead to a MORE CONFIDENT, SELF-DIRECTED and CHEERFUL work force. --------------- THE COACH WILL: > Analyze calls OBJECTIVELY to provide CONSISTENT feedback. > Provide feedback to the local and headquarters management team. > Provide TIMELY FEEDBACK to training and procedures. > Be a VISIBLE, OPEN and TRUSTED member of the team. > Be SPECIFIC...include info on how the customer is affected. > RESPECT CONFIDENTIALITY 
ONE CAN ONLY HOPE THIS IS ALL TRUE!!! AND OUR COACHES WILL LIVE UP TO THIS "MISSION" ROB |
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