This is also to inform South Korean team involved in MK Ultra TO STAY AWAY FROM ME as nobody wants your assistance of any kind https://ausertimes.blogspot.com/2024/05/this-is-also-to-inform-south-korean.html
The Science of CX podcast. Key Takeaways Into More Productive Customer Engagements with Richard Blank
The Science of CX is a groundbreaking new weekly podcast developed to
address the millions of businesses that need to learn techniques to compete better
in today’s business landscape, by using CX as the cornerstone of a new strategy.
Join Steve Pappas in the lab as he puts his 25+ years to the test to make your
business (soar, grow and accelerate).
Getting to know Richard the man. How did he end up with such a large collection of restored pinball machines and jukeboxes?key ingredients to ensure an effective micro-expression conversationHow agents can positively handle and grow from negative calls and feedback from customersRunning a small business? Well tune in and find out what tips Richard has to help you leverage your everyday conversations into a goldmineTime and numbers. Find out whether or not it's productive to measure your employee’s efforts based on the number of hours or sales made Richard shares with us his unique and world-class system of training and mentoring new agents An exercise you can easily pick up in helping you become a better micro expression reader
https://youtu.be/RJnuK2lPYFc?si=yrsPGin8LM1sXy5F
https://youtu.be/AOPI8wCqX-0
Key Takeaways
Learn how to turn new customers into the most loyal customers and be on the
mind of everyone in town. Whether you’re a beginner or seasoned expert, you will
learn something useful in each and every episode.
CXpert - interviews with CX Leaders and Influencers that have made it their
business to treat customers like a million. Steve, will use his years of CX-Centric
business knowledge to bring out cool ideas for every business owner to
learn new techniques and also avoid some
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity.Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
you're listening to the science of C. X. A podcast that hopes to inspire business owners and leaders to learn new techniques and turn prospects into customers, enter customers into raving fans. My name is Steve Pappas. I'm known for my relentless pursuit of all thing’s customer across my career. And in my six startups, I've had to learn how to make decisions in business that customers really respond to. Let's spend some time together and help your business soar grow and accelerate. Well, welcome everybody to another episode of the science of C. X. I'm Steve Pappas, your host and as always, we look everywhere to find the experts that can help you in your business journey as well as your customer experience initiatives within your organization.
Today is No exception. Today we're going to be talking about some remarkably interesting areas. We're going to cover a lot of material. Please take notes if you want or you can come back and listen to it multiple times because that makes it seem like we have more listeners. Hey, yeah, do that. Instead listen to this episode 3, 4 or five times. That'll do it. Anyway, we're going to be talking about advanced telemarketing strategies. We're going to be talking about conflict management, interpersonal skills, customer support, rhetoric, Gamification, employee motivation and phonetic micro expression reading.
Have I piqued your interest yet? Well, we have a gentleman on today. His name is Richard blank, and he comes to us from Costa Rica, and he is the head of a great business process, outsourcing contact center, but he's also an expert in so many different areas that we want to talk about. So why don't we bring him in from the virtual green room? You know, there's no real green room of course by now, but let's pretend he's coming in from the green room and we'll welcome him to the show.
Richard, thanks for joining us today on the show. See, that's an amazing introduction. I'm so happy to be here, really enjoy your work and cannot wait to share amazing ideas with your audience today. That's great. Well, I'm going to give folks a little bit about your bio just so they understand where we're going to start from and maybe some interesting things about you too. So, Richard's journey in the car Contact center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in san Jose Costa Rica with a mix of motivational public speaking style backed by tactful and appropriate rhetoric.
Richard shared his knowledge and trained over 10,000 bilingual telemarketers. I think he learned a few things along the way. Richard blank has the largest collection of restored American pinball machines and antique rock ola jukeboxes in central America making Gamification a strong part of Costa Rica Contact center. Culture. Richard blank is the chief executive officer for Costa Rica’s Call center since 2008. Richard also holds a bachelor's degree in communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla Spain, a keynote speaker for Philadelphia's Abington High School, 68th National Honor Society induction ceremony.
Giving back to the high school is especially important to Richard as such. He endows a scholarship each year for students that plan on majoring in a world language at the university level. So, I've got to start Richard with the first part here that just jumped right at me as the largest collection of restored American pinball machines and jukeboxes. Now if anybody knows me, they know that I love pinball aside from playing guitar for the last for years. I love pinball, I don't quite go into the Galaga and those things that my wife loves but I love playing pinball.
So, tell us what you have got, I'd love to know what kind of pinball machines you have Steve, I'm so glad that you started with dessert first and naturally our favorite class in school was recessed. So absolutely. I grew up in the seventies and eighties and the arcades were just some of the most amazing places to make friends and compete. It was so new and the artwork on the cabinets and the marquees, it really was an experience and always wanted that game room like Ricky Schroder and silver spoons.
I was jealous. So, I wanted one and down here since I own a call center and I have the space, I go treasure hunting and one man's trash is another man's treasure and they just really do not know what they have in their bodegas. And so, I will find a machine and bring it back here. And with specialist I restore them now regarding my pinball machines. The oldest one that I have is a 1976 Bally's freedom. And one of the newer ones would be like, let's say a last action hero where a doctor who I have an M. B. A fast break in a mouse.
And around I got Williams, space shuttle 1987 I got a judge Dredd Street fighter, two lethal weapon, three jokers, World cup hook and Jurassic Park. So, it turned out into a hobby became an obsession. And when you're a married man, you decide which hills to die on which swords to fall upon. And my wife and I have this agreement where pretty much everything is in her favor. But the one thing she knows that makes me happy of restoring these old classic jukeboxes and pinball machines because what an error and the craftsmanship and the fact that they've been preserved for decades shows that people really cared about these machines.
Now you and I was awfully expensive growing up. So, it seemed like a luxury. But the fact that we can afford it. It really is something that I take full advantage of when I have the moments with just not my agents but myself. There's always a pinball marathon going on down here. Well, it's great that you have the employee engagement to do that. But I'll tell you, we had bought one, we had a terminator pinball machine at one point that had the gun for the pinball release, but it took so much to get it into the basement of the home that we were living in when we sold the house.
We negotiated to sell the pinball machine, so I didn't have to get it out of there. It was so heavy to move, and I wasn't about to, but I have been in the market for another one right now. The prices are through the roof on all those two. I was looking for an Adam’s family or another terminator, but the Adams family was the one that kind of thrilled me and as well as jukeboxes, it's funny, we have a lot of similar interests in collection.
I don't have any jukeboxes. I wanted to cut my teeth on the first one and I have a buddy in the UK that restores German jukeboxes and he's one of the largest in the world that restores those early seventies and eighties jukeboxes that were built in Germany. I think it was like N C D M or something like that and that's an interesting market. But let's get on to some of the other areas that we're going to talk about. I gave folks at the beginning of the episode, a lot of terminology that we're going to be talking about today.
And one of the things that I really wanted to discuss, this idea of phonetic micro expressions, I don't know if our audience knows what that really is or maybe some do and of course they'll yell at me in the comments etcetera. But can we talk about these things because let's jump into some of these areas that we're going to get across and are these all used the things we're going to talk about? They all used in the contact center, and can you train people in all these areas?
They're used in my call center and just depends on the sort of profiled agent that you have there. Let me take it back a bit. Everybody studies micro expression reading. There was a tv show called Lie to Me that specialized in where you can judge people's postures, their eyes, their face, their hands. I mean there's books and seminars about it now when you're on the phone, three of your senses are removed, your taste, touch and smell. And the scientists claim that when you do have one that is removed, your others expand.
So, I expect you to do much more active listening and then people can also argue that you can't see people on the phone, but I beg to differ because there is image streaming, you have metaphysics when you read a book, it's better than the movie because of imagination. You can use more descriptions and more adjectives but let's just concentrate on the sound of speech. The average attention span is about 30 seconds to two minutes, conversations have introductions, bodies and conclusions. So, if you have a controlled environment, you can have a consistent variable and then you can see inconsistencies.
So now we have a base of how we're going to study speech and 32nd segments. Okay your tone is what represents your emotion, and it should be confident and empathetic because that should be consistent on your end. People will talk about a mirror imaging technique Steve, and I agree with that. But you also need to know how you're speaking for your adjustments. So, your mirror imaging isn't about you sitting across from someone and crossing your arms and tapping a finger. No, you don't have that over the phone.
So, eliminate any sort of mirror imaging face to face. I study the rate and the pitch. These are things that can be done in any language. I do not study semantics. The word choice. I'm studying the tone of your voice which is mine is consistent. I could care less what your tone is. That could be a flag or a mask, but you study someone's rate of speech and how loud they speak their pitch and every 30 seconds to two minutes. Think about the X. Y. Chart that you had in pre-algebra, you can see how fast or how loud they're going.
You consistently market every 30 seconds to two minutes. I would back it up with an answering speed because that is something that you cannot control. It's more subconscious, you can manipulate your tone rate and pitch. But the professional interrogators and police officers’ usual throw the question in the fourth or fifth time to really judge the answering speed. So, if you can do that xy chart with a horizontal line behind it and kind of gauge from 0 to 10 where you're going, you will see areas of spikes or dips and in my opinion that's the time to ask a tie down or pin down question or clarification question.
And these are certain times in which you're able to assist the conversation of moving forward for better clarification and it's not really giving away your power on that. You're really doing more of the Wuwei the less struggle the rudder of the ship. And so, this phonetic micro expression reading can be done just mind you this in your 1st 30 seconds. I don't know you and one is the loneliest number in your second minute. We could have a match off one and a one fast and high, low and slow by five at least.
You might have an odd man out in regard to your quadrants because after you've gone all four quadrants you have to repeat a quadrant, but most of the time people are in quadrant, on the top and the fast and so by your 10th 30 seconds to two minutes. Think about it like this, it's about 4. 5 to 5 minutes on something like that. And by your 11th you should know how somebody is speaking that's 5. 5 minutes in on a 10-minute conversation. And by then you will know how to close the deal.
And so, once you see it you can't unsee it. After three weeks it becomes habit and once you start paying attention to it it becomes very lucid and clearer. You are not lying and I'm not manipulating but these people are obviously giving away certain tell signs on how they speak on first time or even long term conversations and if you do catch somebody being facetious or not as clear, maybe ask them to repeat it using other senses or using another example to see if they're consistent. And so, I think it's an excellent way not to be offensive because passive aggressively you could once again use a me-too technique with somebody.
Let's just say you can't hear them. It's a bad connection on a cellphone or a dog is barking in the background. I try to fall on that small sword instead of placing blame on them, it's for my clarification Steve, did you say 123 or ABC because the worst thing you could ever do Is have somebody so upset and go down rabbit holes because now you need to restart your phonetic micro expression, reading the Tarot Card Reader said you could read two different reads in 10 minutes depending if it's sunny or raining, same person, same hour, but it could be a different read.
So, the greatest thing you could do is to ride that weight and keep it at that apex if you can. It's like when people said lucid dreaming, you really don't want to readjust your body to be able to keep that consistent breathing and body posture. With someone that you're speaking with, you try to keep them as consistent as possible. There's a little wiggle room there but don't go extreme and if you can handle something like that, fall on these swords, get clarification.
I think your audience would have some extremely effective conversations with people on the first time. This is a remarkably interesting area because we do have an awful lot of folks that either work in contact centers or are managing contact centers or even outsource to contact centers. And the training of agents tends to be remarkably similar in most organizations but they're not thinking about how they can better control they’re usually using the approach where gee I'm sorry you're having that problem. So, they're falling on the sword most of the time.
But if you think about the calls, right? If you think about the types of calls that come in, I mean they're not picking up the phone because they're just calling to say thank you or their colleagues to say gee what an excellent product this is. They're usually picking up the phone or they're making a contact with them because there's an issue, there's some type of an issue either they don't understand, they don't know how to fill out, they don't know how to do something or there's a more negative issue.
So, if you think about the incoming approach that happens, a lot of it tends to be negative. And unfortunately, the contact center agents these days are feeling increasingly of society's negativity coming out of the pandemic. You know, because people who are very understanding more, more understanding during the pandemic, but they’re taking it out on front line people. So, I don't know how you guys have seen things. But from the folks that I've spoken to in the last few months, it seems like most of the calls are key issues and they have to diffuse right away.
So can they use the phonetic micro expression method that you talk about to kind of even the playing field and get them to calm down so that they can explain what their issue is better rather than they're ready to blow up at any moment type of thing. Sure. And I'm glad that you brought that up, that's a subject that I can easily address and apply the phonetic micro expression read because mind you my friend you could start the call yelling and cursing and at the end thanking them.
So naturally your phonetic micro expression reading might be adjusted with raid and Fitch. But I would never say that I'm sorry unless you specifically spilled the drink or broke the window because then you might get offended because this individual speaking with you is so nice, they didn't do it but they're apologizing for someone else's broken window. So, my suggestion from my agents immediately is to thank you Steve for sharing that with me. I understand your position didn't mean that I agree with it, but I understand your position and allow me a moment to make it work and fix it for you.
And so now the audience, your client coming in, guns a blazing isn't really putting all that anger at the individual because that individual did not make that problem. They're taking the shrapnel; you say the incoming. That's a wonderful way to use it incoming Obama grenade. But I like to defuse. There's a technique that I use called the buffer boomerang technique. And so, if somebody comes at me with a negative tone, I will like sponge and buffer that negative tone. I will name drop you and say Steve.
That's an excellent question, repeat back your question what it was to show active listening. So, there's a connected key lock there and then boomerang it back as a plus three. So, I could potentially my friend readjust the tone and the pace of the call to then put it back into that phonetic micro expression reading that you need to really nail it. But I believe that people are frustrated and mind you this there's a lot more omnichannel non voiced support. So, prior to that phone call they might have filled out a couple forms, send a couple of emails that only elevates the stress.
So, when they're calling, they're almost letting off steam. And if you allow them to speak, you'd be surprised how it goes from attend to it to both in pitching the rate they cry it out and then everyone calms down. You've taken copious notes. Now, Steve, you mentioned A B. C. And D. What about the Richard? Thank you, Steve. And e there's nothing wrong with raking and reviewing and meeting minutes. It's I can't just solve it with you with a magic potion. These things, someone is coming to you emotional, they don't know you you might need to repeat your name multiple times in third person because now they're embarrassed.
Three men it's in to ask your name Steve. So, you could say okay at the end of this call, Richard, you're going to say Steve. You really helped me out in this section you know, oh thank you Steve. Great. I got them I anchored. And so, these are certain soft skills to just be polite, show your manners, Take that certain control of a conversation, more of a shepherd with its sheep. They zigzag but they still go back in the barn. So, I don't need so many jagged edges.
There are no straight lines in nature and and I love empathy with somebody because when I use your name, I will usually use it in a transitional sentence or confirmation. And then during the conversation I will use personal pronouns as you know the yours and ours just to make sure that I'm keeping your conversation going in your attention and then landing in the bomb when I dropped the name drop and you should take these calls every 30 seconds to two minutes because as you say, they could change. But this gives you an excellent chance, my friend, if you really want to look at it logically that if somebody is calling in, you have a chance to retain the client, you have the chance to up sell them.
If that's what you're doing, you could get a referral out of it. But look at it like this, let's say we drop the ball. Worst case scenario, this individual will take the time to do an exit interview and tell us areas in which we could have improved or what our competition had done to earn their business and as long as you're willing to keep an open mind and I don't like the word constructive criticism. I mean you fumbled the ball; you should have known what you were doing.
Then just call the balls and the strikes and let you know that you made this error and learn from it and don't do it again. And these are the sort of things call by call person by person instead of doing 100 calls a day Steve. Why don't you have your agents take 95? They're taking extra couple three minutes on the phone to let Mr. jones relax a little bit. That is the secret to the successor old school style. This is interesting because as you're explaining some of these tips and techniques, it occurs that it doesn't just apply in the contact center world.
I mean this could be if you're a brick-and-mortar store, it could be your pizza place. There could be people calling because hey, you got the wrong toppings on my pizza. The delivery was wrong or there could be all kinds of things, but it applies to all areas of business and people running small businesses could learn from these same techniques. Don't you agree? This could save a thanksgiving dinner. A marriage. These are just diplomatic soft skills of attentive listening and prioritizing, but I couldn't agree with you more and I never even shared with you.
My favorite technique. It's the positive escalation when I call a place and people always give the gatekeeper a bad rap. But these are the individuals that the CEO and the owners love the most and they're the first impression and the strongest warrior of the tribe. They're the first one there, representing them in the best light. And so, for me, I'd like to understand their protocol. I like to properly introduce myself and say the name of their company and ask how their company is doing sometimes better than they do just to at least give them a taste of how I speak instead of just immediately asking to speak to you Steve.
And then if this individual decides to transfer me the first thing, I'm going to let them know prior to the transfers that they did an excellent job. And I will be mentioning that verbally to the owner of the company and at the conclusion of the call with the owner of the company, I will also mention that in writing. So, if I happen to call your company back, the Richard Circle's complete because this individual remembers me, and I've heard dozens and dozens of times. I thank you and saying I've been here for a decade and you're the first person that wrote about me to Mr. jones.
And these are individuals that will tell you anniversaries and promotions or no Steve’s direct extensions. 1 25 calms on Thursdays at two. Thank you, Catherine. I appreciate it and I love them to death. Those are the greatest insiders. It's a plethora of information and the moment that you start bullying your way in there or pretending they're waiting for your call or your insistent. That's why they're there to hang up on you. But there's a certain way to be not clever, but you have 30 seconds to make a first impression.
Half of that is your speech her speech and give a couple of seconds of silence. So, you really got about 12 seconds to speak. That's not a lot. My suggestion is to say things that they're most familiar with which is the name of their company and their own name and then you got to do your own name as well because you can't be anonymous. The whole call that's shady. You can use a little bit of that in the beginning by just doing a name spike in a proper introduction and if you get the past to pitch, you have the momentum and then you do once again that sort of escalation.
It It seems to work for me because it separates you from hundreds if not thousands of people that are prospecting that business interesting back to the contact center for a second. You talked about have your agents take 95 calls instead of 100 but most of the contact centers that I've dealt with over the past 20 plus years. They're driven by their average handle time. They're driven by the numbers to some degree. They're even told when they're going to the bathroom. How do you resolve that to a contact center manager that is just driving everything by the numbers.
So, you're an intake coordinator for a law firm for lawsuits against firings or disabilities and somebody calls in and they happen to become emotional for a minute. What are you going to do Steve look at the clock and say Mrs. jones. Please hurry up. I only have two more minutes to talk to you. You know what would happen? It wouldn't be for the client or for me, the agent might resign on something like that. So as much as we want to stick to certain metrics, you're talking about an artist of speech.
Somebody that is in the moment that's in the now that wants to assist this individual the best way that they can and by limiting their ability to build that sort of rapport or to allow someone to get it out. Which could be the key to closing the deal or to Upsell for something or to get that referral. I don't do things like that. Now we're not doing extreme where someone's doing 50 calls a day instead of 100. But you can see there's an average but that's what it's called an average and if you say you just want to look at conversion ratios.
Look at that too. But everyone once again is an artist and they have their own special sauce and some people are graded intros, other bodies, other conclusions. But my goodness gracious is somebody is in the moment and they're connecting with someone and they're standing up instead of sitting down and you could tell they have the glaze where they're not staring at anyone. They're just thinking of the client, and everyone can see them doing this. You don't think that that energy spreads on the floor. You don't think that that's important as well.
That sort of synergy. So, these rigid centers that judge you on your bathroom breaks and your handling time you're going to break the agent. I mean you can do that and grind it out, but you might have an attrition rate. But if I give somebody the ability to expand on a call and to be themselves my friends. So, they're not just plastic and going through the motions then I can create an ace, I can create a leader. I can create someone that will come to me at the conclusion of the call and say you know, Mrs. jones started crying.
I go she alright, She goes, yeah, it took a couple more minutes but I connected her through to the counselor and I gave additional notes because we had to speak about her husband just passing away and the fact that she has to move and other things that would have never been qualifying the call because you're supposed to be asking her just certain questions but know this individual added additional things and then they say, thank you for listening. You're the different company than the ones before that. Just put me through the assembly line and you know that it's the mom and pop.
It's the bed and breakfast. You'd rather go to the small hardware store sometimes because you know the man, I'll drive an extra couple of miles from my favorite restaurant Steve. That's the sort of the science that you're talking about. It's amazingly simple. It's how you feel and how you were treated. What about the price? What about the price? Sometimes it's worth the money. It's not always about saving a dollar. It's about supporting your business or if I'm having a day with some blues, you come over to me and just let me know you're happy that I'm there and you sit with me for a second.
So, as we get older, my friend, those are the sort of relationships that we see at businesses and you, and I understand that the grind and we also understand when your favorite client walks through the door. So, I like to pay that forward the best that I can. Absolutely. So, I went down that path and I think your answer and your philosophy is brilliant. Unfortunately. I mean it's the way I believe too that the contact center folks in an organization should be revered because they are your front line.
They hold things together. They are the impetus for the referral the up sell the further sell the expansion all those things. Yet still in today's world, C E O s don't always think that way. They look at a contact center as a cost center rather than the proper way of looking at it as it's an expansion center. It's a focus group. It's the lifeblood of the company because those folks have the most contact with our customers post sale, they become the hub of the post-sale journey and unfortunately maybe it'll take another generation before enough sea level folks understand that.
So that brings me more to the conversation of culture. How do we develop a culture in our contact centers especially and I know this can spill out into the rest of the business, but how can we develop a culture that rewards and reveres the contact center agents as being the customer success vehicle, the people that help our customers become more successful using our products and our services. You must look at it Two ways. If you yourself are not centered in balance, it would be exceedingly difficult to expand and to think of others.
I can't hit the ball and drag johnny as much as my agents here have become bilingual, which shows structure and dedication over years outside the classroom. I expect them to do the same thing if they're thinking about being a telemarketer as a profession besides the eight hours that they put in here, they should be doing dedicated practice outside of the center, reading in English watching certain movies or speeches so they can take certain parts of rhetoric that inspired them. That they saw transitional sentences or effective. You could do case studies in history and find out certain speeches that moved people.
And then secondly, I mentioned the word synergy. These individuals were a very social environment. If you and I are working out at the gym Steve, we're going to be pumping each other up to put up three or four more on the bar and put more plates up. So, I expect the audience, the agents to feed off their energy and to share ideas and to pick someone up when they're feeling down. As I mentioned, I created a Gamification culture. So, I have a place where people can let off steam, recharge batteries hang out with me and meet people from other departments.
So that assists me in one way. But also, since once again English is their second language. The fact that they are getting a return on investment. I see that these agents are much more focused for intense periods of time because of the translation. So, it's less area for distraction. But here's the best part my man regarding my culture when I first came down here 27 years old, I didn't start sea level of my friends call center. I taught English decided to stay and then worked at the center and so I was with the proletariat for four years, I went through so many departments.
I saw the good and the bad and what it did for me was it enabled me to see areas to enhance it for the agent and for the client to give them their dignity, so they don't feel like robots are expendable. And when I had the opportunity to start this business, they couldn't fool me because I was on the phone, I've done this before and I hate to say it, I'm not bragging but I am the sin save my dojo in this industry where people burn out and they look down upon it, I thrived really excelled.
But I saw the art in it. Look at it like this, you're very selective of the campaigns that come in here, we're in a strict catholic country. They must go home and tell their parents what they do. If I brought in something gray area or shady, no one would take it. So I'd have no friends of my chuck e cheese birthday party and so you have to do an account to not only where the client feels okay offering it, but the Asian would feel comfortable making the calls because if it's a forced fit, if it's out of place and out of character, they're not going to last long, they're not going to sound natural and we're not giving anything real specific here.
But as I say, I must ensure that what I'm bringing into this call center something where I'm able to fulfill the needs. Now I can add scripts and suggestions, but initially it must be something that just does not compromise any sort of ethics interesting. Well, let's cover a little bit more because I'm fascinated by not only the culture, but the organization that you've built to help organizations that want to outsource their contact center. So, we could talk a little bit about your training, you're coaching your mentoring methods and then what does the knowledge base look like for your agents to always do a better job?
Because quite frankly, I mean you're going to do as good or better a job than the company you're representing because you're going to keep the account and you're going to keep them happy and keep them over the course of a lifetime. So how do you train differently? How do you coach and mentor folks and keep them so that you don't have the attrition level that a lot of places have today. That's a wonderful question real fast in regards to attrition, I have more of a natural attrition than a forced attrition because companies such as amazon hp intel and oracle and Sykes are here, so I'll lose somebody for a scheduling conflict for the university of boyfriend or girlfriend works there closer to their home, very rarely, if not never someone will say that I insulted them, yelled at them, gave them the walk of shame.
It's just maybe an ex-employee with some sour grapes. I treat everybody with dignity, and I look for ways to delegate and promote them, but initially it's really the psychology prior to any sort of skill set. So, fear is a morbid anticipation of things that haven't happened yet. The fact that they learned a second language is 10 times harder than any campaign. I'll put them on. I also believe in the right bus, right seat philosophy. And so, when they come into the call center besides starting their day playing pinball to make friends and relax a little bit.
We really do focus on quality assurance so we can grade their calls for certain metrics. But I try to do certain breakthroughs like when they're filling out their resumes with me and putting in all their credentials, I'll ask them to turn the page over Steve and give me a couple of paragraphs of a coming of age moment, let me know when you beat up a bully or save the kitten from a tree. And so, I could use this when they're having a rainy Wednesday to remind them of when they were a champion.
These are things they always have in them. It's just a matter of getting it out and keeping it consistent and so let's just say in the first day of class, it's especially important not just to lecture them when they just nodded you and walk out the door. You need to have checkpoints; you need to have interaction. You can go over a certain segment and then just maybe have somebody stand up in front of class and read the next paragraph. Why? Because you're triple gunning. They're reading out loud their public speaking, they're doing it in front of the boss.
Imagine those sorts of butterflies you would have, but if you could triple or quadruple your training daily where then you go upstairs, you record yourself reading the script, where you're practicing it. You're not just reading it, you're speaking into a recording device, then you're listening to it and then you're doing a self-analysis for self-adjustments over the things we spoke about. You'll know when you're pausing is off or when you're too loud or too best. Are you stuttered or mispronounced a word and I'm allowing you Steve to write it out phonetically, at least learn how to spell it.
But the vowels are sometimes tricky for Latinos, so it's okay to be able to switch things around so it's pronounced a certain way, and these are the sort of adjustments, minor adjustments that we make for somebody to feel more comfortable initially. So, they don't pick up unhealthy habits and kind of like bedside manner. I can't stress enough; the name drops and the act of listening and the confirmations because people feel much more comfortable when they're being listened to, and you are taking your meeting minutes and if we need to repeat something in the military alphabet.
A it shows that you're extremely involved and engaged in the conversation. A lot of the times people served in the military, so they think that's cool and you're not just making up words and going along. These people know that you are actively trying to spell their name, their email address correctly. And so, I've seen the tens of thousands of phone calls. That that's the most effective way of not to offend somebody when you can't hear them well or they have an exotic name or if it's something where you just say, yeah, okay, but the next thing, you know, your email bounces back.
It would have been better off to confirm if it's L for lima, you know, and just to make sure that you got it. And as I say, these are the sort of things like in school, you come to class, you do your homework and you do your quizzes, you can still not do so well on the final exam, but you're going to pass the class, you will be preparing yourself and marinating and softening up the call in the relationship in order to convert it. And sometimes my friends, it happens a second or third time don't expect a cold call close.
I tell my clients to put their checkbook away. A lot of the times, I just want to answer their questions and show credentials and reintroduce them to other people on the floor that they can meet and make a better decision. So don't feel rushed. People will see that, and they will be apprehensive to move forward with you. So let it happen at a natural pace. So, you said something about you QC. All the calls and I think I remember you were talking about your Hall of Fame, you know, the best and the worst calls.
I mean is that used as a training method for everyone to understand both the good and the bad types of calls. Absolutely. Remember you were mentioning earlier about people calling in the first round of calls coming where people are upset if they can ride that wave and they see the bark is, there's no bite. It's just barking and that we calmed mars jones down. We listened to Mrs. jones, we separated piles, we were able to move forward. The call didn't take that long because we didn't have to repeat things because we were confirming things.
We eliminated rabbit holes. We did the mirror imaging. We did the phonetics; we did the drops. It's beautiful. Now you have this toolbox. It's not a to Z. There are steps that can be skipped or moved back to how about we look at it like this? I loved romantic tragedy. So, I consider that a hang up call is a romantic death. Where am I going with this? Let's just say you're just hardcore carpet bombing, making outbound calls and no matter what you say, you're calling a place that she says, don't call again or not interested or we're good.
Thanks, and hang up. I always look at it like this. If you can do a company named spike and do a name, drop of the individual before they hang up on you. I think that's a beautiful death. I think at least poor lome knows you got something out of that call. But then they wouldn't be surprised that you could anchor yourself by just getting them out of that trance by saying their name in that 1st 30 seconds. I've had Times where we bought another minute, bought another three minutes and just by default, nothing on our own.
We couldn't move forward. I'll give you an example. People can call me, and we could be on the phone and 99% were ready to sign the contract. But then they ask if we do Chinese, I don't have Chinese agents, I don't do graveyard shift and I can't match offshore prices India and the Philippines. So just by that alone, I'm not able to move forward, but 99% fit. So how do I feel about that? A little disappointed. But then again, I was able to go 15 rounds lost on the decision, but I was still able to make my points listen to their points build rapport, have some labs introduce, fantasize good call.
So, another couple of questions, what type of companies or what type of industries do you guys mostly handle calls for inbound or apa? Well, I'll let you know five. We don't do, we don't do sports books, casino stocks, pharmacies or sweepstakes. I have nothing against it. Just don't want to do it. But I'm looking for small to medium sized companies in the United States, Canada Central America and Europe that would need individuals to make outbound lead generation, appointment setting or inbound customer support. And it's amazingly simple.
Our agents are college educated; they're dedicated. I don't have a blended or mixed center. They only work for your campaign, and they have some amazing skill sets here. Costa Rica really packs a punch regarding business process outsourcing. I have mentioned some of the big boys, but there are tons of call centers here and since we're the only democratic society in central America, they don't have a standing army. So, there's a 95% literacy rate Steve so as much as people might see telemarketing call centers as transitional sort of jobs or something in the United States, as you say, has a certain rap here.
It pays more than most vocation. So, I'm having some extremely educated bilingual people with degrees walking in this door and working with me. So, it's amazing the sort of people that you meet here. Very eclectic, all diverse types. That's great. So, if a company called and says, okay, we want to get started, what is that initial onboarding looks like time wise especially and system wise and how quickly can you be up and running to take their calls? Great. Well let's just say I accept the vertical and I'm comfortable with that.
There's a pre-launch checklist that my floor manager and chief technical officer sent to that company. It's exceedingly difficult for me to start moving forward without stations being set up connections, made scripts for bottles, reporting and contact because once the ads go out and people come in, it's really a seller's market. I got to be able to explain it to their candidates a, the campaign that they're doing the incentives that they have and the metrics that they're expecting. It just can't be fantasy time. It needs to be something that's concrete.
And so, once we bring the people in, it really all depends on the training time. I've had people go as low as a half a day just to teacher CRM and do a little bit of role play for fun and others do longer training sessions, even up to a month. That concerns me because we do follow all Costa Rican labor laws and there are certain call centers that are known for like for an example, sykes has the MetLife account and supposedly people will be there for an entire month training and then on their first day of coming back to work, they just don't show up.
And by Costa Rican labor law, they need to get paid for that month they go on a certain list as being a jumper and it's not fair, but that's the name of the game. So, the longer the training, the more I'm concerned because people sometimes can take advantage of that and just use that as a placeholder until they can find another job. So, if we have certain awfully specific checkpoints to ensure that this agent really has done their due diligence, really engage really up to speed.
That's a good risk compared to just doing five days’ worth of classroom, talking about merchant process outsourcing and stuff like that. It needs to be awfully specific, and I have to ensure that this client that I'm speaking with does have a track record. If it's a brand-new pilot project, then we need to invest in the process and there shouldn't be any surprises and I must let them know what to expect when building a campaign, there may be attrition. We may need to readjust the script, call certain area codes, or do certain things.
But I guess the most important thing about it is being forthright, when it comes to onboarding people, I can easily have somebody in five business days, depending if you need 10 people give me up to 10 business days, you know, and maybe we can hire people piecemeal, we can catch them when certain campaigns and other centers and as I mentioned, it's very competitive out there. The more that you put out the start date, the more that you're going to lose people because they need a job between those times and now since Covid came, it really adjusted to the work from home.
So there is an advantage of the brick and mortar because of internet redundancy, my generator and on site I. T. Support but Steve, I was exceptionally fortunate during Covid to be able to adjust my business model virtually because if I owned a brick and mortar only like a bike shop or a pizza parlor, I'm in big trouble as much as I lost a lot of the essence of the center and the camaraderie? I was able to survive. But you know, the labor pools changed. I must ensure if there is training, they should be on site to know the company culture and at least meet us before going home.
It's one of those things my friend where I really did see a huge shift that when I first started this back in 2000, that's great. Well, in the last few minutes that we've got, you know, I'd ask you whether we could give our listeners an exercise. We talked about the two-paragraph coming of age. Can you explain an exercise that folks can do as homework after they listen to this episode. And that might be interesting for them to learn more about the content that we gave them here today and then when we come back maybe you can give folks a way of getting in touch with you guys if that's something that they're looking for.
Thanks Steve, I appreciate it. Let people do the Triple watch. They should watch something without sound, they should watch something without sight. And if you want to study the visual body language, that's great. Just watch something without sound. You can assume what they're doing and then if you want to study the phonetics, to choose a channel that you don't understand the language. Like for me it would have to be Chinese or German or something like that. Italian French and Portuguese are too like Spanish for me.
But if I watch the Chinese channel, it's extremely easy for me to do that phonetic micro expression reading because I don't understand any semantic. So even I'm taking out the tone, I'm just studying their rate in their pit. Do not get study it that way while you're on the phone, once again these are things that you can do. You just draw your xy chart the horizontal line and every 30 seconds to two minutes point to how Mr. Jones's speaking just for practice, but it is about practice. It's about dedicated practice.
Record yourself, listen to yourself. I don't like how I sound. That's what everybody says. But guess what you that's what you got. So, you need to adjust it and as you and I have a mirror and our beards look great because we do look great. You could do the same thing with your voice as well. Record it, master it adjusted. And if you do that, you'll see that you'll get more positive reinforcement from people. There will be more I guess inclined to ask you for advice because you were sympathetic about it and the way you spoke about it and finally if you are in a certain situation where there's emotion and its tense, you should choose to speak last.
And if it's not something where you need to immediately give an answer then you should sleep on it so you can decompress and come back the next day a little more levelheaded and prioritize and that's an excellent way to grow and to crack some codes and to get to various levels. You don't always need to prove your point at that moment. There are other ways to do it. So, you don't overreact overextend and say something you regret. So, it's not like you're being weak. No, you're being considerate of it and you're being tactful about it.
If you're in the moment and its face to face with somebody if you must, even though it looks funny, you should close your eyes when speaking. So, there's less distraction and you're not energy being sucked from you. They might say why you close your eyes. I'm allowed. There's no rules to this. It's not tag you're asking me something emotional, so allow me my focus and my balance and if somebody is being aggressive with you, I think you should look in between their eyes, it looks like you're looking in their eyes.
So it's not like you're looking away or allowing them to suck the energy out of you, like Medusa, but it is a certain technique sir where instead of losing your direction and your energy and your breathing, you can regroup yourself and these are the sort of conflict management skills that have assisted me and having more productive conversations when they could have really gotten out of hand. That's great. I mean this has been filled, filled with great techniques, tips and insight as well. Thank you for being so generous with your expertise.
This has really been a wonderful episode, Richard. How can people get in touch with you if they're thinking about outsourcing if they're thinking about needing a contact center because I think by the end of this, they understand what you bring to the table. So how can they get in touch with you? I really appreciate having me on the show today with you, your audience and allowing me to share this information. The first thing they should do, my friend is by a first-class plane ticket. Come down here to Costa Rica so you can enjoy some eco-tourism, go to some beaches and waterfalls but your audience can give me a call at triple 82716750.
Or send me an email. CEO Costa Rica’s call center dot com. And finally have an exceptionally large Facebook fan page about 98,000 local Costa Rican Ticos. And they can't wait to meet you, Steve. You're going to have tens of thousands of new fans in central America. I can't wait. Well, Richard, thanks again for joining us today. I really love the thing that you said earlier and I'm going to add something to it. So, each agent is a voice artist, and this is a message to all the C E. O. S out there that have contact centers and folks that have agents working for them that each agent is a voice artist and I think you should let them create a great interaction.
So let them create, let them build those great interactions. So that's it for our episode of the Science of C. X. I'm Steve Pappas, your host. We've had Richard blank on today from Costa Rica call center and I want to thank you all for joining us. If you like the content that we bring to you, please feel free to drop us a review wherever you get your podcasts and until we meet again, please stay safe. Stay healthy and do take care everyone. Bye bye. You've been listening to the science of C. X. My name is Steve Pappas.
I really hope you've enjoyed this episode and if you have the highest compliment that you can give us is to subscribe rate and review the science of C. X. Thanks. And we'll see you in the next episode. Finding one place to see all customer experience related tools of technology has been difficult until now. We just built it. Get ready for a science of C. X. Original customer experience technology has been helping to drive businesses by giving them insights into better methods to engage and delight their customers for some time now.
But if you're looking for C. X. Tech you must search everywhere to understand the whole landscape. C. X stash is your simple why stop directory of all the Great Sea X related technology you need. It breaks down all C. X by collections like analytics, crm, journey mapping, voice of the customer, you ex customer support and more. It's free to create an account and use no advertising. Cluttering up your experience just one place to find all the great C. X. Tech. Sign up today at www.
Richard’s vision quest journey is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #SacrificetoSuccess #Scienceofcx
Science of CX, The Forgotten Art Project, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
https://youtu.be/RJnuK2lPYFc?si=yrsPGin8LM1sXy5F
https://youtu.be/AOPI8wCqX-0
On Another Track Podcast. Emigrate to Costa Rica to become a ‘Pinball Wizard’ like Richard Blank.
David Wilson is "On Another Track". It's been the story of my life and many other people that I have met. That is the motivation behind this podcast series. I want to take you on a journey, exploring people and places from around the world. I'll take you to places you have never been and to places where you might not want to go! My Dream.
Welcome to the 66th episode of my podcast series that shines a light on how people have changed their lives and what was involved in getting themselves On Another Track!
When you first meet Richard you are blown away by his clarity and amazing energy. Having been involved in call centres since the age of 27, what Richard doesn’t know about empathy and having a downright good time in the workplace, is not worth knowing.
Don’t get me wrong, he’s no pushover as he competes with the likes of Amazon but at the same time he manages to keep 150 local people employed in this Caribbean paradise.
David Wilson shines a light on how people have changed up their lives and what was involved in getting themselves On Another Track! I want to leave a legacy not only for today but for people searching for a future to life, the universe and all that! Sounds big? It is but guess what? There are so many people out there have great stories and advice. Are they willing to share it with the world? Let's find out, lets get "On Another Track!"
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #onanothertrack
On Another Track Podcast, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer
On Another Track Podcast. Emigrate to Costa Rica to become a ‘Pinball Wizard’ like Richard Blank.
https://youtu.be/WsS6kIf_Oh4
On Another Track Podcast. Emigrate to Costa Rica to become a ‘Pinball Wizard’ like Richard Blank.
David Wilson is "On Another Track". It's been the story of my life and many other people that I have met. That is the motivation behind this podcast series. I want to take you on a journey, exploring people and places from around the world. I'll take you to places you have never been and to places where you might not want to go! My Dream.
Welcome to the 66th episode of my podcast series that shines a light on how people have changed their lives and what was involved in getting themselves On Another Track!
When you first meet Richard you are blown away by his clarity and amazing energy. Having been involved in call centres since the age of 27, what Richard doesn’t know about empathy and having a downright good time in the workplace, is not worth knowing.
Don’t get me wrong, he’s no pushover as he competes with the likes of Amazon but at the same time he manages to keep 150 local people employed in this Caribbean paradise.
David Wilson shines a light on how people have changed up their lives and what was involved in getting themselves On Another Track! I want to leave a legacy not only for today but for people searching for a future to life, the universe and all that! Sounds big? It is but guess what? There are so many people out there have great stories and advice. Are they willing to share it with the world? Let's find out, lets get "On Another Track!"
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #onanothertrack
On Another Track Podcast, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer
On Another Track Podcast. Emigrate to Costa Rica to become a ‘Pinball Wizard’ like Richard Blank.
https://youtu.be/WsS6kIf_Oh4
On Another Track Podcast. Emigrate to Costa Rica to become a ‘Pinball Wizard’ like Richard Blank.
David Wilson is "On Another Track". It's been the story of my life and many other people that I have met. That is the motivation behind this podcast series. I want to take you on a journey, exploring people and places from around the world. I'll take you to places you have never been and to places where you might not want to go! My Dream.
Welcome to the 66th episode of my podcast series that shines a light on how people have changed their lives and what was involved in getting themselves On Another Track!
When you first meet Richard you are blown away by his clarity and amazing energy. Having been involved in call centres since the age of 27, what Richard doesn’t know about empathy and having a downright good time in the workplace, is not worth knowing.
Don’t get me wrong, he’s no pushover as he competes with the likes of Amazon but at the same time he manages to keep 150 local people employed in this Caribbean paradise.
David Wilson shines a light on how people have changed up their lives and what was involved in getting themselves On Another Track! I want to leave a legacy not only for today but for people searching for a future to life, the universe and all that! Sounds big? It is but guess what? There are so many people out there have great stories and advice. Are they willing to share it with the world? Let's find out, lets get "On Another Track!"
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #onanothertrack
On Another Track Podcast, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer
On Another Track Podcast. Emigrate to Costa Rica to become a ‘Pinball Wizard’ like Richard Blank.
https://youtu.be/WsS6kIf_Oh4
Two minutes are the best segments to gauge somebody's tell signs. Stand Out Get Noticed podcast guest Richard Blank Costa Rica's Call Center.[The C Method podcast Episode 283]
Christina Canters: Hey Richard, uh, when you first reached out to me and said, Hey, I think I've got something of value to share to your audience. You talked about micro facial expression reading. I'm actually gonna say that again. Phonetic micro expression, reading for mastering, verbal tell tale Tell science. Now that was that ped my interest because I have not learned anything before about phonetic micro-expression reading.
Can you share what that even is? Absolutely. I would love to, and I think your audience will find it fascinating. You mentioned earlier about facial expressions and there's nothing wrong. With reading someone's body language. In fact, most people are used to reading people's expressions. Now, I always believe in congruence where the audio is supposed to match the visual.
Now, in my industry, owning a call center, the majority, if not all of the calls, are sight unseen. So phonetics to me, Christina, is probably the purest form of communication. The sound of speech, not the semantics or even the tone. Okay? And so with the phonetic micro expression, What I would like to show your audience is a very simple x, y chart, okay?
The tone of voice should always be positive and empathetic, so you show confidence and you show empathy. Now, there's a technique called mirror imaging. People use this in sales and public speaking, interpersonal communication and conflict management. I use it for manipulation because if you have a consistent variable, you can see inconsistencies.
So you and I can gauge somebody on how fast and how loud they speak. I believe 30 seconds. Two minutes are probably the best sort of segments to gauge somebody. And if you happen to see a spike or a dip, it's usually when you ask a tie down or clarification question to somebody. And so these are usually for first time phone calls or when you know somebody for a long period of time and even face to face.
If you happen to close your eyes and take out the distraction, you might be able to pinpoint this. Now, I believe that a tone rate in a pitch could be manipul. So that's why I the answering speed this subconscious that people have, they're not consistent and that's pretty much the insurance policy to see if they're being consistent.
Now, I don't want to put somebody on the spot. Or let them know they're being facetious and not being honest with me. So maybe I might ask them to reexplain it using their other senses or another way to keep it simple for me just to see that they're consistent. And so, um, while you're on the phone and I was doing it for years, it can seem monotonous and boring.
And so I was trying to see if I could bite an apple while juggling, not acting a fool and wasting my time and not doing good work. But there, but there's gotta be some. That we can crack and other levels that you and I can master, so we could become a little more lucid on the phone and not just complacent, because most people do not show active listening.
They're halfway there. And then a lot of times there's crosstalk or miscommunication. So a lot of the times we can almost control the conversation. It's just by being very engaged in it, and so that could really assist your audience when focusing in concentration on someone's phonetic speech.
Influence People Over The Phone With These Powerful Communication Techniques – with Richard Blank Costa Rica's Call Center [The C Method podcast Episode 283]
The C Method podcast guest Richard Blank Costa Rica's Call Center.
The C Method podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding moving abroad and starting a company from scratch in Costa Rica. Christina Canters discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading and INXS.
The C Method provides public speaking and communication skills training for high performing professionals.As a manager and leader, your ability to speak up, present with confidence and communicate well is key to career success.You may be highly skilled, intelligent and work harder than anyone, but if you can’t articulate your ideas clearly, engage your team or influence others to take action, it will hold you back from getting the promotions, opportunities, and recognition you deserve. Listen to the 'Stand Out Get Noticed' podcast. Now at 2 million+ downloads! Discover how to develop a success mindset, speak with confidence, articulate yourself clearly and build strong relationships for more influence and impact in the workplace. Topics include: public speaking, mindset, social skills, overcoming fear, workplace communication, relationships and leadership.
Have you ever wanted to have more influence over the phone?
My guest this week is Richard Blank, CEO of Costa Rica’s Call Centre. He is a master of the cold call, and has trained over 10,000 telemarketers to improve their communication techniques over the phone.Richard is here to share his powerful techniques for improving your ability to lead and influence in conversation – and some of them are much simpler than you think!This will benefit you if you want to build better relationships and be more persuasive with your team, senior managers and clients.
“I love to allow people to feel more comfortable with me, to become more engaged in a conversation. This is not a lecture, and I’m not just checking off boxes and interrogating you. It’s a conversation. And it’s I mean, I don’t learn anything new when I speak. I love hearing what other people have to say to see what I have in common.”
This is Richard Blank’s story…
My name is Richard Blank and I’m the CEO of Costa Rica’s Call Center. I’m skilled in reading phonetic micro expressions and use this to my advantage when speaking with people, especially over the phone.
I’ve found that by using someone’s name, asking how their company is doing, and sharing interesting facts about myself, I’m able to build rapport and influence the person I’m speaking with. This has been beneficial in both my personal and professional life.
In this episode, you will discover:
Phonetics is the purest form of communication, the sound of speech, not the semantics or even the tone.
The tone of voice should always be positive and empathetic.
0 seconds to 2 minutes is the best time to gauge a person.
How to gauge someone. They discuss some of the techniques they use to do it.
Richard believes in open-ended questions and specific name drops.
He also believes in the art of speech and meeting minutes to avoid conflict.
Richard’s advice to people is to be authentic.
When he was in his 20s, he tried to change his personality for a job interview, but he realised it was not going to work for him. Now he allows people to grow naturally.
He believes that people that feel seen, they feel heard, and they feel like they matter through the way that they communicate with others.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
https://youtu.be/Wl_tS1ielGg
https://youtu.be/fE6Ufvn-1Nc
https://youtu.be/aX85iiUrR88
https://thecmethod.com/podcast/standoutgetnoticed/influence-people-over-the-phone-with-these-powerful-communication-techniques-with-richard-blank-ceo-of-costa-ricas-call-centre-episode-283/
https://open.spotify.com/episode/0JaJIUI4BKQ7mhAmW4b8To?si=5cc254ba7af14830
https://player.fm/series/2694716/346501897
https://podtail.com/podcast/stand-out-get-noticed-by-the-c-method-business-com/283-influence-people-over-the-phone-with-these-pow/
https://www.stitcher.com/show/stand-out-get-noticed/episode/283-influence-people-over-the-phone-with-these-powerful-communication-techniques-with-richard-blank-208353649
https://podknife.com/episodes/283-influence-people-over-the-phone-with-these-powerful-communication-techniques-with-richard-blank
https://getpodcast.com/es/podcast/stand-out-get-noticed/283-influence-people-over-the-phone-with-these-powerful-communication-_1ba52e93a1
https://podcasts.apple.com/pe/podcast/283-influence-people-over-the-phone-with-these/id984946507?i=1000585579846
https://deezer.page.link/pPgVrtZwEi988y6H6
https://chartable.com/podcasts/stand-out-get-noticed-by-the-c-method-business-communication-skills-confidence-public-speaking/episodes/127787912-283-influence-people-over-the-phone-with-these-powerful-communication-techniques-with-richard-blank
https://podcasts.google.com/feed/aHR0cHM6Ly9hdWRpb2Jvb20uY29tL2NoYW5uZWxzLzQ0MjAzODAucnNz/episode/aHR0cHM6Ly90aGVjbWV0aG9kLmNvbS8_cG9zdF90eXBlPXBvZGNhc3QmcD0yNTM5Mg?sa=X&ved=0CAUQkfYCahcKEwjoi-a949v7AhUAAAAAHQAAAAAQAQ
https://pdcstly.com/en/episod/283-influence-people-over-the-phone-with-these-powerful-communication-techniques-with-richard-blank/17826865
https://poddtoppen.se/podcast/984946507/stand-out-get-noticed/283-influence-people-over-the-phone-with-these-powerful-communication-techniques-with-richard-blank
Richard Blank: And my twin down in Costa Rica. .
Louisiana Country Boy: That's right. I, But look, I want you to, uh, but lastly, lastly, what I'm gonna do is I am gonna shut up and if there's a, uh, a word, a message, um, that you, your last words that you want to leave, what the people will remember, Richard, by your last words, uh, have your way
Richard Blank: fortune favors the.
Mm-hmm. . That's it. Wow. And if you can get past your parents' guilt, you can live anywhere in the world.
Louisiana Country Boy: Hey, there
Richard Blank: it is. And our family's got strong guilt.
Louisiana Country Boy: Yes, indeed. Yes indeed. Look, Richard, I thank you so very much. I thank you. I, I greatly appreciate you gracing the table. Um, you
Richard Blank: southern gentleman. I had a great time hanging out with you too. .
Louisiana Country Boy: Look, y'all go and as I say about all my guests and anybody that comes on, That took the time out to come to share, that took the time out to come to share openly, honestly, and transparent to share.
Um, go follow him. Look, you can look this man up on Facebook, LinkedIn, uh, Twitter, uh, uh, all that stuff. I, I can't even name my, He's all over there. Y'all can go look him up, y'all. emailing, calling, whatever, get your plane ticket going on down the Costa Reef. So I'll be down there next week. Um, . But honestly, just, you know, it doesn't cost anything to, to share.
It doesn't cost any anything to go and support people. It really doesn't. It doesn't. Um, he's doing wonderful things. He's doing wonderful things, and that's the thing about it. There are. They are doing wonderful things. It's an amazing man doing an amazing job in Costa Rica. Well, water
Richard Blank: seeks at own level.
That's how we found each other, right?
Louisiana Country Boy: That's it. That's it. Um, you know, so just go follow support. Follow support of all my guests cuz they're doing one for. Richard, I thank you. I thank you so very much. Thank you, sir. I, I look forward to, uh, to hooking up later, know that there's always a spot right here at the table for you.
Anytime you got another dish you want to cook, just be like, Look here. I've got another dish that wants to bring to the table. And I'll be like, Okay, let me clear the table. .
Richard Blank: Maybe we'll do our second podcast when you're visiting me here as. Oh yeah, I like that. We gonna take the show on the road. I was just gonna say, , That's it.
That
Louisiana Country Boy: would be beautiful. That would be beautiful. Do it from right there. Mm.
Richard Blank: I mean, the Brady Bunch went to Hawaii and you can come down here.
Louisiana Country Boy: They show did it. Wait a minute. But then they had that little thing, Remember that little thing that they were looking for? And then, Then G got I, I can't remember.
I'm going, You finna go? You're talking
Richard Blank: about Oliver and the Tiki stuff? Yeah. Yes.
Peter almost dies with the, with the, with the spider Greg. Surfing wrong with these people. Who the hell does that on vacation? Oh my God. See?
Louisiana Country Boy: Oh my look, I thank you again, Richard. I thank you so very much. And uh, like I say, y'all go like, follow support my friend. He's doing wonderful things, but like I say, folk, I leave.
Thank you. I love each and every one of you unconditionally and ain't nothing you can do about Richard. We on our way to cold.
We on our way up to college. I appreciate your, Thank you. Hey, y'all have a good one, .
Richard Blank: Have a good night my friend.
My Worthless 2cents Table Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding moving abroad and starting a company from scratch in Costa Rica. Donnie Lewis-The Louisiana Country Boy- discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
A place to freely express our thoughts and feelings where your worthless 2cents is priceless sharing our journey with each other,and always remember “Your Approval Not Needed “
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://youtu.be/xdxLRZ0K440
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
https://youtu.be/1USx0n2RMoQ
https://youtu.be/_nEDb7cvu_A
https://youtu.be/O2jukpEruYQ
https://youtu.be/mKnzAfDDx7k
https://youtu.be/ZgI2PGn1EDQ
https://youtu.be/7gZ1e2vgLKg
https://open.spotify.com/episode/6g8yr6ltjMRm2HZlL5NoFf
https://www.spreaker.com/user/14867186/my-worthless-2cents-table-is-with-richar
Why you should listen more than you talk on the phone? Real Estate Jam Session Podcast guest Richard Blank Costa Rica's Call Center
Joe Killinger: Richard is the, um, not listening. They're so busy. They've got somebody on the phone, they're trying to get everything out so fast and, but they're not listening to what the person on the other end is saying. And I just think that if you, you, you know, my, my father, it's amazing how the older I get, the smarter he gets it, just, you know, he goes, Joe, you've got two ears and one mouth.
Joe Killinger: He goes, Listen more than you talk. And he's right. He was right on, and I just am like in sales. That is something that you really have to take into consideration.
Richard Blank: So I have a follow up question to your statement there. Do your agents know your script by? A to Z, one to three. Do they know everything? No.
Joe Killinger: No, they don't.
Joe Killinger: They, you know, and depending on the personality, you know, we have so many different scripts, so most of them don't even really follow a script. They go by. What we try and teach is, you know, when somebody picks up the phone, you need to be listening to them and you know, kind of, I don't wanna say mirror, but understand how they're coming out of there.
Joe Killinger: You can tell right in the first few seconds how somebody is that day if they feel like they're bothered. But I mean, they do have scripts, don't get me wrong. And they have like three of 'em that they all play off of, but nobody has one of them memorized, I don't think. But it's, But that's fine.
Richard Blank: As you say that, they're well versed.
Richard Blank: They know they're subject well, yeah. And, and what I've seen happen multiple times is that they become plastic. Plastic to commercialize. They're not a painting, they're not raw. They're a character, not in character. That's why when your dog was barking, Joe, I asked what the dog's name was. Yeah. As a follow up question, or how many years have you been in this position, this promotion at your company?
Richard Blank: Now, congratulations on being ceo. How many years has it been, Joe? You know what? You know, where are you at right now? Yeah. And so when you say active listening to me, it's really more of an engagement. Because you're saying also as well that you might be upsetting somebody, but I'm telling you this, these are people you're meeting for the first time.
Richard Blank: I can't gauge the first round of the fight as I can on the 12th because things do change, like tug of war. It goes back and forth. There's a push in a bull. Yeah. But if I can. Match just your speed and how loud you go. Then there's no crosstalk or interruption cuz I'm really moving with you at your speed.
Richard Blank: But then I know when to interject to do the follow up. That's the active listening they need checkpoints. They need pauses. Do you remember the show gets smart when he was walking down the hallway and the doors were closing behind him? They're gonna leave. Yes, I do. Yo, my main man, you know, they're gonna leave a door open.
Richard Blank: So after 15 minutes they wonder why they didn't get the appointment. And all the client says is, Hey Joe, send me information. Yeah, no, because that's why when you gauge these people, you ask a follow up question to see if it makes sense or if it sounds good, I'd rather take a three second insurance policy.
Richard Blank: To ask you a tie down question, then to assume, which as you know, it makes an ass out of you and me and just keep moving forward for the fear of being hung up upon. And yeah, I believe in selling sizzle. So somebody has a beautiful building. I would love to take a look at it because when I was doing residential real estate, the MLS was a gold mine for me because you talk about the, the bedrooms, the kitchen, the sport court, the pool, the, the, the, the crown molding or even the curve appeal.
Richard Blank: And obviously it was the biggest glaring tell sign of what the people were most proud of. Oh yeah. And what they loved the most. And so I allowed through least resistance. It's called Woo Way. To, as you say, two on one. Listen, twice I know what I know. I need to know what Joe knows. Yeah. And so by me allowing you to ask these questions and, and me bringing you back in the conversation, don't be surprised if you not only can get everything out of it, but once again, they're probably gonna call you and tell you how great I was by setting the appointment.
Richard Blank: Mm-hmm. , that should be the goal of your staff. is to get that positive escalation when you call back Mrs. Jones to represent her property. Mm-hmm. and I always gave the most points on the call, Joe, when the client says your name. Yeah, I know you want a conversion and, and the scripts and, and I'm so proud of what you built.
Richard Blank: But to me, if they are not capable of having that sort of balanced, grounded in the moment. Sort of conversation where they are selling or buying one of the most expensive investments of their entire life. You have to put, it's almost like a vulnerable state for somebody. You really have to take that into consideration, and so instead of being a prospector, you're almost more of a consultant.
Richard Blank: Yeah, but you're not, Joe, The closer. That's not a problem at all. What I'm here to do today is to clarify for our edification additional things above and beyond your specs that Joe would need to know in order to be in the moment with you to move forward emotionally and to either purchase or let.
Richard Blank: Property go. So you're are such a good man in regards to the psychology, like someone's best friend or older brother, making sure I don't get in a fist fight and stay out of trouble. And Joe, that's why you get these accounts. I don't know if they could price shop around or give it to a family member, but you've closed a lot of deals of people you've met for the first time and these people once again are entrusting this in you.
Richard Blank: And so as much as I'm telling you before, there's no real secret sauce to this. If you show empathy, if you take an extra five minutes to speak with somebody when you're online with them, just start looking at the website and making compliments and asking how Eddie in the, in the mail rooms doing. Don't be surprised if Joe's gonna be way too busy and is gonna have to eat two lunches to get his energy back.
Joe Killinger: Yeah. It's, you know, as far as you know, sales people we're always taught, get the league, get the deal, you know, get the appointment, you know, and I'm like, you, it's just kind of like, you know, it's a process, you know, you gotta have the process in place.
Richard Blank: You gotta do clean business. Yeah. You gotta properly represent yourself in the best light and, And there's no surprises with you, Joe, like as much as you'd like to give somebody a price or sell it with certain terms.
Richard Blank: Mm-hmm. , you're also realistic. And if you're able to have that sort of conversation with your clients, I think once again, they respect you that much more. Yeah.
Joe Killinger: I would bet that when you were doing.
Real Estate Jam Session Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Joe Killinger discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
Joe Killinger has been an active member in the real estate industry for many years, wearing different hats, and at times multiple hats! Over the years he has been an Agent, Investor, Syndicator, Founder and Operator of companies as well as properties he invests in. His expertise has been developed over the past 30 years. During that time he has been personally responsible for the sale of and/or directly involved in the marketing of over 5,900 assets, resulting in closed transactions totaling over 900 million dollars throughout the United States.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://youtu.be/sdL9DJOHz6o
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
Dave Lorenzo: All right, Richard. So before we went to that break, I asked you to think of a case study for us. Have you come up with one?
Richard Blank: I have, in fact, I can make it easy for you. I could do it across all verticals. How does that sound? So it applies to every account that I have. I always have an answer for that. A couple things we can do.
Richard Blank: The first thing is there's certain words that you have because the vowels in Spanish in English could give away. So we write certain words out phonetically for them, even though they need to know how to spell it properly, that can eliminate any sort of confusion or any sort of guessing. The second thing is, let's say for an example, that we're representing a company that's out of Chicago in a certain suburbs.
Richard Blank: What we like to do with a lot of the times is just take a Google. Right around the block and just to see the local pizza parlors, the parks, the churches, and what's going on around there. So instead of just giving us specific direction, we can talk about Mike's pizza, which everybody knows more than anything.
Richard Blank: And finally, we, we have to ensure that if people do follow up or even subcategory questions that we need to have every single sort of vocabulary for that. Doesn't mean that we need to have it memorized, but we should have a glossary of terms. So just, if something comes up, we're skilled enough to say that's an excellent question, Dave, and we could look it up while we're answering that question for you.
Richard Blank: Many people are capable of doing that. So as long as we're on a level playing field and we're given all the resources to, as you say, make it. Like we're in the United States and we know what the shore is and cheese fries and things like that. Then, uh, maybe tell us a couple more local flavors that we have or things that we should be aware of.
Richard Blank: And those are the sort of calls that we make to the people where it sounds like we have more in common with them and we know where we're going. It's. A simple, an example, like what we're calling businesses, instead of just saying, how are you a lot of the times we'll ask, Hey, how's Costa Rica's call center doing today in the tens of thousands of calls, I've analyzed.
Richard Blank: We find that company name, spike technique by asking about a company or organization, a lot of people have responded with you've been here before, or you an alumni sounds like, you know where you're going. You can parlay that with an extension or a person's name. And so you're rotting on that sort of high of familiarity, and they'll be able to transfer you.
Richard Blank: I always believe that lying on the phone is not ethical. I'm not saying I'm lying and I'm not saying that we're being slick. There's nothing wrong with being clever. And as long as you say a person's name a certain way, or a company's name a certain way with your anonymity, they can kind of maybe reduce the fact that you're a telemarketer or you're selling something and you make a different sort of first impression approach.
Richard Blank: And so these are the sort of things that enable us to prolong our conversations to at least increase our odd. Of a conversion ratio. I could give you 50 tips and tricks today, but we don't have as much time to go over that. But I think the most important thing, my, my friend, Dave, and thank you so much for you and your audience's time is that I think the first 30 seconds of the phone call is ideal.
Richard Blank: You need to, once again, not be egocentric, you need to put that company first and by saying their names and being polite to those that answer the phone. And making sure that they get credit when you are transferred or have given you information. And you should especially do that when you do a follow up letter, because you're probably separating yourself, Dave, from a thousand other people, and I've had the secretary or gatekeeper say, you know, thank you very much for that positive escalation.
Richard Blank: I got a raise or I got acknowledged, or it just made me feel good after 30 years, you're the first person to say that. So of course they're waiting for my call to transfer it for the close. I believe in woo way. Why have resistance do at least resistance allow the wind and the current to take you so any sort of friction and forced motion is not natural.
Richard Blank: I think that if I can gain their confidence in the beginning and show very nice, uh, reserved side where I can still close a deal, but I'm not gonna do it. Like you see in the movies I can, but that's out of character for. And if I'm looking to have long term relationships with people, it's not a one and a done, I want to get referred.
Richard Blank: I want Dave you and my network together to grow as well. And as I say before, coming on your show today, I, I wanted to share with you certain things that enabled me to be in business for 14 years and running this call center. If I were not able to do these sort of baseline ethics, morals, sort of phone calls for my clients, this would've never worked.
Richard Blank: and, um, if anything of nothing taking that away today is that if you, if you reject more than you accept, if you stand tall to your beliefs and you do things to make your great grandparents proud, you're gonna preserve, you're gonna last, you'll have the endurance. You'll make it through the tough times.
Richard Blank: Cuz those are the times you look in the mirror and you ask yourself, is this still worth it? Well, it is worth it. I have a luxury trade. This should have never happened. The fact that I'm here in Costa Rica for 21 years. And I have a company with my wife after 14 years. It's a long shot from Northeast Philadelphia.
Richard Blank: So I smile every day. I've learned to do that and I've learned to give my agents dignity and to know every single one of their names and to break bread with them. And I have the largest collection of pinball here. When you visit me, you'll see. So it's free play that it can play pinball with me, go to the Pacman machine, make yourself comfortable.
Richard Blank: Because that's my goal in a call center environment, which is a grind is, is to be the opposite. This is not a boiler room. This could be a career for these young men and women. They could build it like me. And if I could be the last boss they ever have, maybe when they move on, they can know every agent's name and keep that sort of tradition that I have. Dave.
Dave Lorenzo: That's terrific. I love it.
Inside BS Show has accepted my invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dave Lorenzo discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://youtu.be/30D56dNySFU
https://getinsidebs.com/how-to-build-a-world-class-call-center-richard-blank-show-95/
https://player.fm/series/inside-bs-with-dave-lorenzo/how-to-build-a-world-class-call-center-richard-blank-show-95
https://www.listennotes.com/podcasts/inside-bs-with/how-to-build-a-world-class-y0jPVSM64FX/
https://podcasts.apple.com/nl/podcast/how-to-build-a-world-class-call-center-richard-blank-show-95/id1506769228?i=1000567719961
https://www.audible.com/pd/How-to-Build-a-World-Class-Call-Center-Richard-Blank-Show-95-Podcast/B0B54HPXGK?ref=a_pd_Inside_c1_lAsin_1_7
https://open.spotify.com/episode/0lGBT4kd7026zRzP3C8mlu
https://tunein.com/podcasts/Business--Economics-Podcasts/Inside-BS-with-Dave-Lorenzo-p1258770/?topicId=173106229
https://www.ivoox.com/en/how-to-build-a-world-class-call-center-audios-mp3_rf_88970286_1.html
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- How to Double Your Google Traffic In One Hour
- A Simple Tweak That Doubled My Google Traffic (In Just 30 Days)
- How to Double Your Google Traffic Without Spending a Dime
- The Quick Trick That Doubles Your Google Traffic
- My Personal Trick for Doubling (or Tripling) Your Free Traffic from Google
- The Easy Way To Double Your Free Traffic from Google
- How to get more Google Traffic: a Simple Tweak Doubles Your Google Traffic (In Just 30 Days)
- This One Trick Boosted My Website Traffic By 240% In 30 Days
- The #1 Way To Get More Free Traffic From Google - And It's Probably Not What You Think
- How to double your website traffic in one month!
- How To Double Your Google Traffic (And Free Traffic) In Just 30 Days!
- The Ultimate Guide To Increasing Google Traffic (Without Spending Any Money!)
- You Can Double Your Google Traffic By Doing This ONE Simple Tweak
- 20 Ways YOU Can Generate FREE Targeted Traffic - With No Cost, No Ads, And No Time
- How to get more website traffic and get your business seen by the whole world
- The Simple Tweak That Doubles Your Google Traffic (In Just 30 Days)
- This Simple Tweak Doubles Your Google Traffic (In Just 30 Days)
- Doubling your Google traffic in just one month? This is what you need to know!
- How to get more traffic from Google without SEO
- Simple Tweak Doubles Your Google Traffic (Without Spending A Dime)
- How To Get Free Traffic From Google Without SEO
- The Secret to Getting More Organic Traffic From Google Instantly Revealed
▬▬▬▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬
0:00 - Intro
0:08 - The Untold Story of How I Increased My Google Traffic By Almost 200%
0:10 - 200% More Visitors to Your Website
0:15 - Getting More Organic Google Traffic Is Easier Than You Think
0:21 - Benefits of Website Traffic
0:27 - A Simple Tweak Doubles Your Google Traffic!
0:32 - Communications Services & Web Traffic Packages
0:32 - Contact us
▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
► If You're Looking For An Ad Agency Reach Out To Me! @ https://www.seo25.com/
► Find me on Instagram: https://www.instagram.com/websitetraffic
► Blog: https://www.seo25.com/blog
- learn more secret way to increase website visitors tips.
► https://time2coding.netlify.app/
https://youtu.be/u6KguMybeDw
https://www.SEO25.com/- In this video, I cover the benefits of using your phone and how to #generatetraffic with it!
I'll speak about how to use your mobile in your marketing strategies, how to get started using mobile traffic generation, and more.
#TargetedMobileTraffic generation is a great way to get more visitors to your website. Mobile internet traffic growth can also be a great way to build relationships with customers and make sales!
In this video, I cover the benefits of using your phone to generate traffic, how to find the most profitable channels for mobile traffic generation, and how to track your progress.
Mobile internet traffic is on the rise, and this trend is likely to continue to grow. This guide will teach you how to use your phone for mobile traffic generation!
You'll learn about benefits of using your phone for mobile internet traffic growth, what types of apps you can install for mobile traffic, and how to set up a plan to #BestMobileTrafficGenerator.
Get more details in here: https://www.seo25.com/product/buy-mobile-traffic-and-get-cheap-targeted-mobile-traffic/
Here too: https://app.box.com/s/zj6y9z1c8x51dyo...
Thank you for watching " The Ultimate Guide To Mobile Traffic Generation Targeted Traffic From Mobile Devices To Your Site"
https://youtu.be/xmbPtIVBg5w
Ways To Get Traffic The Fastest Ways to Bring Traffic to a New Or Old Website & Blog [video]: https://youtu.be/sdfkr4J-C4k
How to Generate 40K Real visitors from a Brand New Blog In Under 3 Months [video]: https://youtu.be/ncxb7lyKWzY
The Best Website Traffic Sources & The Fastest Ways to Bring Traffic to a New Website [video]: https://youtu.be/BLVR48bXCFI
____________________________________________
Do you think your website is among the most beautiful and user-friendly ones?
Do you think it has the necessary features that are needed to drive traffic and generate leads? Well,
if you think so, you’re wrong. Your website needs some improvements and it needs traffic to increase.
What do you need to do to increase your website traffic? You need to implement the right tactics, of course.
Check out these 5 quick and super effective tactics to increase website traffic in minutes:
There are a number of ways to get targeted traffic from every US state to your website or blog, but the most effective way is to use a combination of strategies.
🏆 We will answer all below questions if they are your questions and you didn't get answer yet:
✔️ 10 Quick and Super Effective Tactics to Increase Website Traffic in Minutes
✔️ Why My Website Has No Online Visitors? 5 Laws Of Web Traffic
✔️ 9-Step process to getting more traffic to your website and converting them into customers
✔️ The 10 fastest ways to get more website traffic, increase it in minutes and start converting them into customers
How can I get MORE customers today? Watch this video for my top ten tips,
Ten Quick and Super Effective Tactics to Get More Website Traffic TODAY,
10 Easy Ways to Increase Your Website Traffic in Minutes,
These are the ten best ways to get more website traffic today,
SEO Tips to Boost Your Website Traffic In Minutes,
How To Create A Website: The Complete Process,
The Ultimate Guide to Creating Real Traffic for New Website,
✔️ 10 Simple Tactics to Get More Website Traffic And Make More Sales
✔️ 6 Ways To Promote Your Website, Even If You're Broke
✔️ Traffic Generation Tactics You Can Implement Today
✔️ 10 Ways To Drive More Website Traffic: How to Get Unlimited Site Visitors
✔️ Best SEO Strategies for 2022 - SEO in 2023, SEO Trends and More
✔️ 12 Ways to Drive Massive Traffic to Your Website
✔️ 10 Quick And Super Effective Tactics You Can Use TODAY To Increase Website Traffic In Minutes
✔️ The BEST Ways To Increase Website Traffic & Convert Them Into Instant Customers
✔️ How to get more website traffic and get your business seen by the whole world
▬▬▬▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬
0:00 - Intro
0:08 - Guide to Best US States Targeted website traffic for Business-Market
0:14 - Why You Might Want to Try US State Traffic
0:19 - Get a Steady Flow of Traffic from 50 US. States to your Website
0:27 - How To Target Country-Specific Website Traffic
0:33 - 8 Proven Ways To Achieve Success With US State Website Traffic
0:37 - Contact us
▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
► If You're Looking For An Ad Agency Reach Out To Me! @ https://seo25.com/
► Find me on Instagram: https://www.instagram.com/websitetraffic
► Blog: https://seo25.com/blog - learn more secret way to increase website visitors tips.
► https://time2coding.netlify.app/
5 Quick and Super Effective Tactics to Increase Website Traffic in Minutes
In this video, I'll give you some great advice on how to increase your website traffic. I'll walk you through four quick and super effective tactics that will help you grow your site.
I'll show you how to get more traffic with social media, use SEO to rank higher in search engines, use content marketing and blogging to build your audience, and finally leverage email marketing to grow your business.
#WebsiteTraffic is one of the most important metrics for any business, and you can use these quick and effective tactics to increase it in minutes! So if you're looking for a quick way to start driving more visitors to your site, this video is perfect for you.
RESOURCES & LINKS:
____________________________________________
How US State Targeted Traffic Can Help Your Business Grow [video]: https://youtu.be/70sxRr3Vo1U
Ways To Get Traffic The Fastest Ways to Bring Traffic to a New Or Old Website & Blog [video]: https://youtu.be/sdfkr4J-C4k
How to Generate 40K Real visitors from a Brand New Blog In Under 3 Months [video]: https://youtu.be/ncxb7lyKWzY
The Best Website Traffic Sources & The Fastest Ways to Bring Traffic to a New Website [video]: https://youtu.be/BLVR48bXCFI
____________________________________________
Do you think your website is among the most beautiful and user-friendly ones?
Do you think it has the necessary features that are needed to drive traffic and generate leads? Well,
if you think so, you’re wrong. Your website needs some improvements and it needs traffic to increase.
What do you need to do to increase your website traffic? You need to implement the right tactics, of course.
Check out these 5 quick and super effective tactics to increase website traffic in minutes:
There are a number of ways to get targeted traffic from every US state to your website or blog, but the most effective way is to use a combination of strategies.
🏆 We will answer all below questions if they are your questions and you didn't get answer yet:
✔️ 10 Quick and Super Effective Tactics to Increase Website Traffic in Minutes
✔️ Why My Website Has No Online Visitors? 5 Laws Of Web Traffic
✔️ 9-Step process to getting more traffic to your website and converting them into customers
✔️ The 10 fastest ways to get more website traffic, increase it in minutes and start converting them into customers
✔️ How can I get MORE customers today? Watch this video for my top ten tips
✔️ Ten Quick and Super Effective Tactics to Get More Website Traffic TODAY
✔️ 10 Easy Ways to Increase Your Website Traffic in Minutes
✔️ These are the ten best ways to get more website traffic today.
✔️ SEO Tips to Boost Your Website Traffic In Minutes
✔️ How To Create A Website: The Complete Process
✔️ The Ultimate Guide to Creating Real Traffic for New Website
✔️ 10 Simple Tactics to Get More Website Traffic And Make More Sales
✔️ 6 Ways To Promote Your Website, Even If You're Broke
✔️ Traffic Generation Tactics You Can Implement Today
✔️ 10 Ways To Drive More Website Traffic: How to Get Unlimited Site Visitors
✔️ Best SEO Strategies for 2022 - SEO in 2023, SEO Trends and More
✔️ 12 Ways to Drive Massive Traffic to Your Website
✔️ 10 Quick And Super Effective Tactics You Can Use TODAY To Increase Website Traffic In Minutes
✔️ The BEST Ways To Increase Website Traffic & Convert Them Into Instant Customers
✔️ How to get more website traffic and get your business seen by the whole world
✔️ How to Get More Website Traffic - Increase Website Traffic in Minutes
✔️ Great Website Traffic Sources You're Probably Not Using
✔️ Increase Website Traffic in Minutes
✔️ Ways to Increase Your Website Traffic FAST and FOR FREE
▬▬▬▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬
0:00 - Intro
0:08 - You have a website, but nobody is visiting it
0:13 - Simple Tactics You Can Get More Website Traffic And Make More Sales
0:17 - 5 Quick and Super Effective Tactics to Increase Website Traffic in Minutes
0:25 - Get these 5 tactics under your belt and watch your traffic (and revenue) soar.
0:29 - Contact us
▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
► If You're Looking For An Ad Agency Reach Out To Me! @ https://seo25.com/
► Find me on Instagram: https://www.instagram.com/websitetraffic
► Blog: https://seo25.com/blog
- learn more secret way to increase website visitors tips.
► https://time2coding.netlify.app/
https://youtu.be/zrIgwNX837I
Thank you for watching our Video " 5 Quick and Super Effective Tactics to Increase Website Traffic in Minutes"
#GetMoreWebsiteTraffic #Marketing
Usually post directed energy attack news was designed to hang around and bully(aggressively remind of heavily psychologically abusive MK Ultra scenarios of which many if not most led into wrong clues about what went on with me), but this morning one was designed to trigger cardio rest issues and have disappeared as soon as I visited site again - withing minute...
US GOVERNMENT AS REX DANIAL SMITH EXPLAINED ME MADE DEAL WITH CHETNIKS VIA SEEN BELLOW TO MOVE YEARS OF 1996, 1997 INTO "1993, 1994" TO "MAKE A FAVOR TO ME" AS WAS ORDERED TO SEE THINGS AS AT THE TIME(Miloševič, Karađić etc. were in search of someone to blame 24/7 and how not based on their war crime record which started way prior for anyone in Serbia to even know for me - my MK Ultra case started in 1995 and conflict on Kosovo in 1980s) - I WAS ACKNOWLEDGED AS A WAR CRIMINAL BY US GOVERNMENTS SO ONE COULD CLIMB IN BED(AND DID SO) WITH SERBIAN CHETNIKS PER RUSSIAN GLOBAL AGENDA AND FOR MK ULTRA TORTURE TO GO ON - I WAS INCITED IN ABUSIVE BEHAVIOR TOWARD OTHERS IN POLAND BY US GOVERNMENT TO TURN WORLD AGAINST ME WHILE DEPICTING ITSELF AS HELPLESS VICTIM INFRONT OF THE WORLD - I THE ABUSER AND US GOVERNMENT(ENTIRE WEST) CLUMSY ELEPHANT ALWAYS ON MY RESCUE MISSION.
THE PRICE I PAID TO WEST FOR ITS POLITIC IS IMPOSSIBLE MEASURE.
He chops everything one can gets a hold of leaving behind nothing but repair replacement. From shoes to watch bands. He just as was audio recorded attempting to break inside of the room at 6am today also attempted to break me laptop when seating in the rear seat on passenger side - he leaned his entire body against backpack where laptop was on drivers side as if one was body rest. After breaking things he mocks destruction by making interesting comments and requests - there is nothing wrong with his watch band either as one also is brand new(I gave him three new watch bands withing just few months after he broke deliberately expensive watch in his room by smashing one against drawer as I got him one - video recorded).
Very discriminatory feedback from Chinese AliExpress corporation - not about seller on AliExpress who sold wrong size wrong hardware tablet, but AliExpress alone
My laptop got broken so Chinese tablet could be sold to me and evidently there is a whole a lot more to crime than just involvement of Joe Biden/ Donald Trump/ Mike Tyson and even European Union as was told case will be under MK Ultra which went on after breaking me tablet to increase according to plan import dues for tablets/androids in value up to 150 Euros to 35 Euros flat fee(charged me more than 50% of tablet value for import of one into European Union state - up from what used to be 22% or what in this case would/should have been 12 Euros) - obviously CHINA is on board with them against me too.
I want you to show me your smile in the evening. Even if my grief falls like snow, I want to be wrapped in your gentle smile Because I'm going to have no power What are you doing now?
※If it is happy it is OK I'm laughing The damaged past will never happen again so at ease I want you to sleep peacefully
Because rain breaks my heart what's wrong Because rain let me heal my heart I wonder what you are doing now. I wonder if you are laughing with someone It's a bit sad but I am only a little happy
If you have forgotten the days that will never return again and you are only looking at the front, you will surely be able to be decent. You should also get ordinary happiness
※repeat
No matter how much you cry in the rain, that tear disappears with rain, so do not worry
※repeat
Home page
http://s.ameblo.jp/jyo-kagorei
St.Aria – Puzzle www.ariamusic.se www.facebook.com/ariaswe Video produced by Mapix VFX Song Produced By Sonart Productions www.sonart.nu Song can be found on Spotify: http://open.spotify.com/track/2DceF1GtxAz6NxU0few1vC Song can be purchased on iTunes: https://itunes.apple.com/se/album/puzzle-single/id935380813 Lead Vocals are performed by Natalia Naruszewicz Song is composed by Alexander Platon and Jimmy Ferhm The Lyrics are written by Alexander Platon and Pauline Conradsson Natalia Naruszewicz (Vocals) Jimmy Ferhm (Vocals) Jacqueline Hansson (Vocals) Alexander Platon (Piano) Oliver Sandberg (Drums) Erik Jönsson (Bass) Marcus Nyman (Producer at Mapix VFX) Emanuel Svensson (Producer at Sonart productions) Jonas Andersson (Cover art) Frans Af Malmborg (PR and coordinator) Lyrics: Puzzle Beautiful pieces fitting together as one You are all different but still none are wrong Different colors and shapes makes up this song But with this worlds path it won't be for long Without every piece it’s nothing but an incomplete puzzle Without every piece it’s all in vain Without you and me we cannot complete this Without everyone it’s not the same What scares me the most is how blind people can be Blinded to see blinded to read Fear is the one thing that’s holding humanity back Love is the one thing they seem to lack Without every piece its nothing but an incomplete puzzle Without every piece it’s all in vain Without you and me we cannot complete this Without everyone it’s not the same As true as my voice is As true as your love's bliss As true as the first kiss As true is what we miss Without every piece its nothing but an incomplete puzzle Without every piece it’s all in vain Without you and me we cannot complete this Without everyone it’s not the same
I was with you but my heart was alone, my mind was away and my hands on their own, I was only with you. I was lonley without, and my brain was away flying the sky. I looked at you, my eyes on fire, but instead of i love you, said good bye. None were the words, no words were find, and you were all alone by my side. Please look at me, I´m not a man, I´m only a shadow that is free of the links of your heart. Come with me on your own, come and make me be wrong, I´m the only one i know that can stay by your side, come and take your sit, come and be my wife, if we can´t make out, we can tenderly cry.
MIKA SELANDER LATE NIGHT BAND bateria: Pablo Serrano bajo: Gabriel Sarlo guitarra: Borja Montenegro teclados: Mario Garcia voz: Laura More guitarras y direccion musical: Mika Selander realizacion y direccion: Bruno Galan grabacion audio: Roberto ( Zulo ) Gutierrez y Olga Santos sonido: Mapa Musica www.mapamusica.com mezcla: Olga Santos grabacion y direccion de video: Kika Lux www.kikalux.com produccion: Mika Selander para TELE 5 DO IT AGAIN ( Laura Moreno Garcia & Mika Selander ) What was wrong? When did I make the mistake? I felt so alone and I would do it again. What was wrong? when did I lose all my faith? I couldn´t find my home I felt I´d lost my place. And I flew, and I dreamt, and I built what you can see. But I missed you after all. And I lost, and I won, and I let free all my soul. But for real I missed you. What was wrong? Don´t bring me down, I pray. I had to let you go and I broke all your chains. What was wrong? I felt I could´t tell one lie anymore (one more lie) I could´t play the game. And I sang and I grew (and I drunk life no so slow) but I missed you after all. And I smiled and I cried with no reason with no rhyme. But for real I missed you. Love me with your soul, couze soul is immortal.... Ahhh..... And I flew, and I dreamt, and I built what you can see. But I missed you after all. And I lost, and I won, and I let free all my soul. But for real I missed you.
Are we truly alone in the Universe? In this episode of the comedy web series, Patty and Patty, Patty (Anita Salvate) drags Patty (Marilyn Matarrese) up to the roof in search of UFOs after Spiros (Anthony Patellis) says he saw something hovering over Key Food.
Are we truly alone in the Universe? In this episode of the comedy web series, Patty and Patty, Patty (Anita Salvate) drags Patty (Marilyn Matarrese) up to the roof in search of UFOs after Spiros (Anthony Patellis) says he saw something hovering over Key Food.
Created by and Starring Marilyn Matarrese & Anita Salvate
Produced by Kyle Thomas-Hughes
Directed by Anthony Patellis
Executive Producer WIll Hughes
Copyright 2014. BIGTV, Inc. All rights reserved
"Where ya gonna go? Wadda ya gonna do? TM
ABOUT PATTY AND PATTY
PATTY AND PATTY ARE TWO MIDDLE-AGED ITALIAN-AMERICAN BROADS living in New York's Hell's Kitchen. They don't seem to fit in anymore. The neighborhood, the city, the whole country is changing everyday. "Where you gonna go? Wadda ya gonna do?"
Patty Scardino (Marilyn Matarrese) is a token clerk, living in the same rent-controlled apartment where she grew up. She's happily divorced from Carmine. "He was a delivery man for Dial-A-Mattress - but he was deliverin' more than mattresses!"
Patty Martucci (Anita Salvate) never married but she's been around the block. On men? "There's something wrong with all of 'em. They're either on drugs. They're alcoholics. They gamble. They're gay or they're cheatin' on their wives..." That being said, " Ya know somebody for me?" But mostly they're struggling to cope with new things while clinging to what they already know.
New episodes air every Wednesday.
Created by and Starring Marilyn Matarrese & Anita Salvate
Produced by Kyle Thomas-Hughes
Directed by Anthony Patellis
Produced by WIll Hughes
GOOGLE PLUS PAGE
https://plus.google.com/109017802468260527639
TWITTER
https://twitter.com/BigTVWill
FACEBOOK
https://www.facebook.com/pattyandpatty
Published on Jul 30, 2014 Patty (Anita Salvate) and Patty (Marilyn Matarrese) attend Alfredo "Vinnie the Hump" Carlucci's wake. Alfredo passed suddenly at his place of employment, Primo Italian Sausages. In this episode of the comedy web series, Patty (Anita Salvate) gets hit on by Frank, the ex-cop and doorman at Narducci's. Meanwhile, Cookie Carlucci has to endure disruption after disruption, most notably Comare Mallagaza, the old widow who attends everyone's funeral and has a penchant for throwing herself on the coffin. Created by and Starring Marilyn Matarrese & Anita Salvate "Comare Mallagaza" played by Jacqueline Carol Cookie Carlucci played by Susan Varon Frank the Ex-Cop played by Nick Raio Produced by Kyle Thomas-Hughes Directed by Anthony Patellis Will Hughes, Executive Producer ABOUT PATTY AND PATTY Patty and Patty are two middle-aged Italian-American broads living in New York’s Hell’s Kitchen. They don’t seem to fit in anymore. The neighborhood, the city, the whole country is changing everyday. “Where you gonna go? Wadda ya gonna do?” Patty Scardino (Marilyn Matarrese) is a token clerk, living in the same rent-controlled apartment where she grew up. She’s happily divorced from Carmine. “He was a delivery man for Dial-A-Mattress - but he was deliverin’ more than mattresses!” Patty Martucci (Anita Salvate) never married but she’s been around the block. On men? “There’s something wrong with all of ‘em. They’re either on drugs. They’re alcoholics. They gamble. They’re gay or they’re cheatin’ on their wives…” That being said, “ Ya know somebody for me?” But mostly they're struggling to cope with new things while clinging to what they already know. New episodes air every Wednesday. Copyright 2014. BigTV, Inc., All rights reserved. "Where ya gonna go? Wadda ya gonna do?" ™
0:01, five days after the big storm people are still hurting, 0:04, home orders to small businesses there's no doubt about it that sales were lost 0:08, doors were closed a meals were prepared and, 0:12, had been paid for many not prepared with a backup plan, 0:16, like the restaurant owner who swallowed a twelve hundred dollar bill because he, 0:20, couldn't process the transaction, 0:21, the lights went out everything when of I'm, 0:25, the restaurant her and did what he could and said listen guys, 0:28, the meals on me lost power lost productivity, 0:32, lost business but experts say being properly prepared means realizing, 0:37, all this good happen again again here we are, 0:41, were no 6,000 people still out of power in law those gonna be businesses so it's, 0:45, again it's a matter of when something like that's gonna happen so archie, 0:48, kelley is company help businesses get ready for the worst, 0:51, my environment safe if something goes wrong is my eyes my power is my calling, 0:56, is my heating, 0:57, gonna be in place first that's gonna come connectivity my because, 1:00,
I don't know if I can be, there for you in your time of need, 'cos you were always there for me, until the day you weren't. I couldn't imagine me, ever wanting to be free, from your oppressive company, but it was richly earned.----- Well I love you with all my heart, but sometimes you take things too far, like telling me who I should be, when you do not know who you are. Well I love you with all my heart, but I feel like we're growing apart, sometimes the road isn't clear, and people take different paths.----- Sometimes people just go wrong, the person that you knew is gone, I sometimes wish I could move on, would that be for the best? Because as we have got old, the warmth between us has turned cold, but I still know a heart of gold is beating in your chest. ------ And I love you with all my heart, so I don't know if I should start, fixing the hole in your roof, or leave you to gaze at the stars. Well I love you with all my heart, but I know your afraid of the dark, so I sent an owl to sing to you, t-wit-t-woo t-wit-t-woo. T-wit-t-woo (x8)
More Info :- http://answers.yahoo.com/question/index?qid=20130203134619AArwjFf
I don't know how to find a boyfriend; I know it's not something wrong with me, I just don't meet a lot of men at work or socially and I live in a quiet place.
Chris Brown - Fine China With Lyrics. In case the video has been taken down or the audio is has been blocked you can still watch it at the following links:
(C) 2013 RCA Records, a division of Sony Music Entertainment. No Copyright Infringement intended.
Lyrics:
Baby, does he do it for you
When he’s finished, does he step back, and adore you
I just gotta know, cause your time is money
And I wont let him waste it, ooh no no
Baby, just go with it
Cause you’re with me, I can’t explain it, it’s just different
We can take it slow or act like you’re my girl let’s skip the basics, oh woah
He’s so replaceable
You’re worth it, chase ya, put it on
It’s alright, I’m not dangerous
When you’re mine, I’ll be generous
You’re irreplaceable
A collectible, just like fine china
Baby, you’re my favorite
It’s like all the girls around me dont have faces
And I stay in ghost
Like this gentle game, I done now playing
He’s so replaceable
You’re worth it, chase ya, put it on
It’s alright, I’m not dangerous
When you’re mine, I’ll be generous
You’re irreplaceable
A collectible, just like fine china
It’s alright, I’m not dangerous
When you’re mine, I’ll be generous
You’re irreplaceable
A collectible, just like fine china
Took me a while, to find your love.
Ain’t no amount of time, in this world
Save me a lot of time, and just love me
Deal it baby, deal it in your soul
Are you ready?
I know your heart been telling you , you been wrong to me.
It’s alright, I’m not dangerous
When you’re mine, I’ll be generous
You’re irreplaceable
A collectible, just like fine china
Ahmed Raza Khan Fazil-e-Barelvi (1856--1921 CE), popularly known as Aala Hazrat, was a Sunni Hanafi scholar whose works influenced the Barelvi movement of South Asia.Raza Khan wrote on numerous topics, including law, religion, philosophy and the sciences. He was a prolific writer, producing nearly 1,000 works in his lifetime. His father was Naqi Ali Khan, and his great-grandfather Shah Kazim Ali Khan was a noted Sunni scholar. Ahmed Raza Khan's beliefs regarding Muhammad include: * Muhammad, although human, possessed a Noor (Light) that predates creation. This contrasts with the Deobandi view that Muhammad was insan-e-kamil ("the complete man"), a respected but physically typical human. * He is haazir naazir (can be present in many places at the same time, as opposed to God, who is everywhere by definition). * God has granted him ilm-e-ghaib (the knowledge of the unseen). This belief and theory directly negates the Islaamic concept of "shirk" which attributes some qualities only to Almighty Allah, including the 'i'lm-e-ghaib' or knowledge of the unknown and unseen.Raza Khan writes: We do not hold that anyone can equal the knowledge of Allah Most High, or possess it independently, nor do we assert that Allah's giving of knowledge to the Prophet (Allah bless him and give him peace) is anything but a part. But what a patent and tremendous difference between one part [the Prophet's] and another [anyone else's]: like the difference between the sky and the earth, or rather even greater and more immense. Plz note: If you have more content or by mistake we published wrong content .plz inform us through mail.We will check it and make necessary changes within 5 working days. IF YOU WANT TO MAKE ANY DOCUMENTARY , SHORT FILM OR AD FILM IN INDIA OR ABROAD CONTACT US : Kashyap Entertainment and Communications (Head office: Bareilly (UP) CALL US NOW:+91 9267207672 & +91 9212917306. WE MAKE QUALITY CONTENT AT REASONABLE PRICE .TO GET QUOTE EMAIL ME AT :devdhar999@gmail.com Category Entertainment
The blessed father Iakovos Tsalikis born on November 5 in 1920 Livisi in Asia Minor. His childhood years were very difficult, as this area is notoriously dominated by the Turks. When he was two years all Livisianoi ordered to leave the area. Approximately 2000 women, children and old men (since all men were led prisoners to forced-together and the father of the late James, Stavros) brought the sad procession. Frightened eyes, legs stagger, dark heart without hope. The little Jacob was holding in her arms the mother. His brothers, George and Tasoula, was only four years and forty days. Without the slightest financial supplies, since the few things they could get their seized the Turks began a harrowing journey that lasted a week or more. Finally arrived in Itea. Head of the family was now the grandmother of James, Mama Despina. Woman... People are blind and don’t see what takes place in church during the Divine Liturgy. Once I was serving and I couldn’t make the Great Entrance because of what I saw. I suddenly felt someone pushing me by my shoulder and guiding me toward the holy prothesis. I thought it was the chanter, and said to myself: “The blessed one, such irreverence? He entered through the Beautiful Gate and is pushing me?” I turned around and saw a huge wing that the archangel had laid on my shoulder, and that he was guiding me to make the Great Entrance. What amazing things take place in the altar during the Divine Liturgy! Sometimes I can’t handle it, and so I pass out in a chair, and thus some concelebrators conclude that I’ve got something wrong with my health, but they don’t realize what I see and hear. What wings on those angels, my child!
We rode in the morning facing the sun. nice calm ride with funny story to tell later. Music by The Smösh - Tomorrow Lyric Surrounded for a face Protecting me Feeling all so safe I was having fun on this world And as well Stormy days are gone I never had a chance to run When you told me that i was wrong And i always stay with faith And never is late to hug you And never is late to forgive Tomorrow is the day... For a coffe break and delicious eggs I never had a chance to run When you tell me that i was wrong And i always stay with faith And never is late to hug you And never is late to forgive Tomorrow is the day... For a coffe break No thanks...
Original Creation Date: January 8th 2009 This was my first fandub! I wanted to see how I'd do on Xion's lines so I dubbed over the Japanese. I also did Roxas and Axel with the help of Garageband's voice changer and a few pitch settings on the recording. I edited Xion's lines a bit to make the lips match with proper timing and others just cause I felt like it should be different. Proper subs were put over the original ones with YouTube's annotations where the lines were changed. Please leave comments and tell me what you think! Thank you! All Voices by yumeXXgirl (khcrazy10 on youtube aka Tara St. Michel) [Edit] I pronouced Xion's name wrong in Axel's line because I figured they'd translate the Shion sound to Zeeon in the English version. That didn't happen according to the E3 trailer though!
*The remarstered audio is taken from 'I'm Only Looking' DVD. It's much better than the original audio. ;-) Enjoy! Lyric: Baby don't cry Baby don't cry Baby don't cry Baby don't cry Baby don't cry Baby don't cry When you're down and confused Nothing seems right And it's you who decides Who's going to make it right Baby don't cry - Dont cry baby Baby don't cry - Baby dont cry Baby don't cry Baby don't cry Well life ain't no joke But it's good when you smile Do you know where you are Steal everything But you won't get far Baby don't cry Baby don't cry - Dont cry baby, dont cry Baby don't cry Baby don't cry Sometimes you will fall What cha gonna do? Give your friend a call Baby don't cry - Call me Baby don't cry - Call me baby Baby don't cry - Dont cry Baby don't cry - Babe Baby don't cry - Don't cry Baby don't cry - Oh no no We know that you can smile Even though it takes a while To lose your fears and say Gonna lose your fears and say Baby don't cry Baby don't cry - Dont cry now babe, don't cry Baby don't cry Baby don't cry - Baby dont cry Do you know who you are And where you're going to Don't you know that love Gonna pull you Gonna pull you through now baby Come on, come on, come on, come on Baby don't cry - Dont cry Baby don't cry - Baby dont, baby dont, oh Baby don't cry Baby don't cry Baby don't cry, Baby don't cry Baby don't cry, Baby don't cry Baby don't cry, Baby don't cry Baby don't cry. Baby don't cry Face to face Anything is possible Not political, or analytical Never givin up on the wrong You got a choice Why don't you use it Change, is an attitude Guaranteed to take hold of you So welcome, to the turnstile Take a turn with a new vow Hey, I know what you know All the sympathy Made a mess of me Respect the sacrifice Before the number one Now that you've begun Baby don't cry Baby don't cry Baby don't cry Baby don't cry
http://www.licknriff.com - John Williams' dark composition, the Harry Potter movie theme, is a minor piece with all the "wrong" notes threaded into it. I mean chromatic notes. And JW does it magnificently. It is a short yet powerful theme and a fun one to play on guitar.
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Now that I've reached the 300 video mark on my page, and that certain chaos and drama has been building on the comment panels/likes on some of my work, thanks to a certain clique of people who think....[OMG, "this guy has no place on YT or any other site", "his work sucks", "the whole world hates him cause of what he does"], or some such BISMILLAH like those.....THEY'RE FRICKIN' WRONG!! Now me and a trusted fan of mine have put this new special satirical 'RANDOM FATALITY' together in hopes of showing every user out there that it doesn't pay to f__k with true, talented geniuses such as yours truly (even if it does mean resorting to harsh - if maybe 'valid' - criticism)!
Given the nature of some of the stuff I've been studying and dealing with lately, it occurred to me that I really needed to say something about that being which some Christians refer to as "The Devil".
I personally do not believe that such a being exists. I have many reasons to believe that way, and in this show I'll outline to you the reasons why I do not believe that a being which is totally and absolutely evil can exist.
Of course, that does not mean that I don't believe in evil. It also does not mean that I do not know that there are indeed evil spirits and other evil entities, just as there are evil people. Good cannot exist without evil, and evil would not exist without good.
This is an issue which every one of us has to deal with in our everyday lives.
And now that you know that the fact that you see it does not make you wrong or crazy, what can you do about it? What should you do about it?
Blessed Be!
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The government is your friend, you see, that's what I have to say or they will bury me
Don't you try to criticize, don't you every try to talk about their lies
I don't know what you've been told, but last time that I checked
We had the right to say the things we mean, and disagree, and not have to face the guillotine
If it's your head in the basket, then you picked the wrong side of the revolution
The Patriot Act is the Riot Act with a "PAT"
What it really means is that they're watching you, and that they're *really* watching me
And anyone who disagrees is sure to lose their liberties
A patriot has got to keep his mouth shut
Our child king and his ...
http://www.jefflitmanmusic.com Complicate: studio version from Jeff Litman's 2009 release, Postscript.
In my little world,
you never left.
But now there you sit
in his caress.
And Iâll never resurrect
my shattered hope that youâll come back.
I walked a thousand miles
in the brightness of your smile,
but thatâs all gone.
It always ends that way for me,
but I hold on,
and I know itâs wrong,
but you still complicate me.
I try not to think
about that time.
I had everything
when you were mine.
And I hope youâre doing fine,
but I know you canât be happy with that guy.
I walked a thousand miles
in the brightness of your smile,
but thatâs all gone.
It always ends that way for me,
but I hold on,
and I know itâs wrong,
but you still complicate me.
And its just another drink or two
so I donât have to think about you, girl.
You really messed me up this time,
but Iâm not gonna cry.
Despite the daydreams in my head,
Iâll never see you in my bed again.
But I just canât let it die.
Jeff Litman: lead/background ...
If you've watched any of my podcasts, video or audio, or if you've seen my posts on blogs or sites like YouTube, you know that I speak of whether or not someone "gets it." And here, we have two cases, very dramatic opposites, of someone who doesn't get it and someone who does. The one who doesn't get it misses based on something which should be common knowledge among people in his position. And The one who does get it is someone who might surprise you - so many of us thought that he didn't! First, there's Representative Peter King, a Republican member of the House of Representatives, and chairman of the Homeland Security Committee. He's leading an investigation into Islamic extremists in the United States and on his way to that, he makes broad-brush statements against the whole of Islam, as if they were all radicals. And he criticizes American Muslims for not doing enough to oppose terrorism as if there weren't an abundance of Muslims serving in the armed forces - as one example of where he's wrong. He's burning a lot of bridges for us! And then, let's look - perhaps with amazement - at someone who seems to really get it! Pope Benedict has written a book which shows his courage, scholarship, and espeically his willingness to open doors and build bridges. I'll offer some quotes to show you what I mean. One in particular sound like something a Wiccan might teach, and it is definitely something which Gnostics have been teaching for centuries! I'm not going to hold my breath until he welcomes me as a fellow clergyman, but he did extend something which few expected, and it's worth celebrating! And when people get it, it's the stuff that miracles are made of! Blessed Be!
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Manifesting is not available when you are mad at yourself, just so you know. When you are beating yourself up, when the drunk monkey in your head is saying, you know, life sucks and I am so stupid. And why am I doing this? What is wrong with me? When you are in that place, you are emanating that which you don’t want.
Please check out powerful training program:
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Hi everyone, this is Michael. And welcome to EngPods. I knew it was going to be “one of those days” when my alarm clock didn’t go off. I was going to be late for school. There was no time for breakfast so I got dressed and ran out of the house to catch the bus. Unfortunately, I had just missed it. Way to go! I thought sarcastically. I was forced to go by foot. Suddenly I noticed a change in the weather. Dark clouds were gathering overhead. I heard thunder off in the distance and I knew a storm was brewing. I felt the first few drops on my head. In no time at all it was coming down in buckets. I mean it was raining cats and dogs. I had left my umbrella at home so I was totally soaked. Puddles were forming everywhere. The streets began to flood. I was miserable. To add insult to injury, a passing car splashed me with water. As if I weren’t already wet enough. But I was determined to get to school on time so I kept walking. By the time I had arrived, the weather started to clear up. The sun came out and the sky turned blue. A rainbow even appeared. I was feeling much better, even though I was sopping wet. I thought to myself that it wasn’t going to be one of those days after all. Things were looking up! What else could go wrong? Then it hit me. It was Sunday and school was closed! That’s all for now. See you next time!
"Friends are the only family you get to choose" is something Zaq said after signing me a song. Last night I went for a walk down Hollywood Blvd to hand out socks and make new friends. I have taken this walk many times, but last night was special. Not simply because it was Thanksgiving, but because I ran into 15 hippie kids living in a bus.
As with all street kids there seems to be an innocence, hardness and maturity. I gave them socks, which are known to street kids as "freshies", and in return Zaq wanted to sing me a song. When most the kids started to sing the chorus I asked them to start over and pulled out my camera.
"If you surround yourself with things you like how can you go wrong" is another nugget of wisdom Zaq shared during this interview. I ran into these kids a few times last night and each time they were all happy. I didn't ask about their history or their families. I already know 40% of homeless youth are never even reported missing. Most are "throwaways". For this one night I wanted to ... Distributed by Tubemogul.
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This is a Belphegor video. Ever since i saw the anime Hitman Reborn and i say him, i fell in love with Belphegor. So yeah hope you enjoy. And yes i know i spelled a lot of words wrong in the beginning...well its not my fualt that it was like 3 in the morning and i was sleep...so yeah...sorry for the misspelled words. Songs: Shut Me Up and Evening Wear By: Mindless Self Indulgence Disclaimer!!!!! I DO NOT own the songs OR any of the pictures in this slidshow. All credit goes to the the band Mindless Self Indulgence for their awesome music and the people who drew the picture.
http://www.lisagibson.net/ | I got into a big debate with my best friend last night about the effects of the Olympics on Vancouver real estate. She moved in very affluent, New York circles where her friends do buy homes spontaneously when they travel. So I decided to approach this debate from a numbers game. Currently, there are approx. 3,000 listings in Vancouver proper (not including suburbs). To impact the housing market, I suspect there would have to be a least a 20% decrease in supply. This equates to over 600 properties sold, only from visitors of the Olympics. Is this realistic? This is the determining question. Don't get me wrong, I do believe we will see an active spring market, but not from the Olympics. Rather, it will be buoyed up by the increased economic stability over last year; a spring season which is always a busy time in real estate; government imposed restrictions on lending which will come into effect in mid-April; and a fear that mortgage rates will start to increase sometime in the next 18 months. Only time will tell.
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Learn chinese with ChineseClass101.com! Today, your daughter is going on a field trip to the zoo in china. When she left this morning, she was so excited! She has been to zoos back home, but you haven't had the time since you moved to china. You can't wait to hear how things went! However, as she walks through the door, you instantly know something is wrong. Attempting to comfort her, you ask why she's so sad. She bursts into tears and replies, "The kids at school called me a baby because I don't know the words for tigers and lions in chinese!"
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Every parentâs nightmare is to lose oneâs child in a crowd of strangers. When children wander away or are persuaded to go with someone they do not know, serious consequences can result as well as creating intense anxiety and regret in their mind. A cautionary and educational tale for children is set to begin as Xlibris releases Let Go of Me! Youâre Not My Daddy!, the inspiring new picture book written by author Joae Brooks.
Let Go Of Me! Youâre Not My Daddy! tells the story of a young girl who wanders away from her mother in a mall and finds herself being pulled along by the hand by a man she doesnât know. Instead of going quietly, Molly yells âLet Go Of Me! Youâre Not My Daddy!â at the top of her lungs. She pulls back as much as she can, kicks him in the leg, and even bites his hand. She keeps shouting for him to let go, that he isnât her daddy and because she doesnât give up people notice there is something wrong and walk toward her to help. The story has a happy ending and Molly learns a huge lesson ... Distributed by Tubemogul.
Learn Chinese with ChinesePod101.com! Today, your daughter is going on a field trip to the zoo in China. When she left this morning, she was so excited! She has been to zoos back home, but you haven't had the time since you moved to China. You can't wait to hear how things went! However, as she walks through the door, you instantly know something is wrong. Attempting to comfort her, you ask why she's so sad. She bursts into tears and replies, "The kids at school called me a baby because I don't know the words for tigers and lions in Chinese!
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