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Monday, September 06, 2010 Past Quarterly Themes » Q1 '10 - Dare to Be G*R*E*A*T   Login
 Qualification to earning the "E - Efficient" certification Minimize
“E – Efficient”
 
Webster’s defines Efficient as “Being or involving the immediate agent in producing an effect; productive of desired effects.”  Being Efficient within Appletree means that you are servicing the Customers with speed and detail reflective of our Core Value "Be Quick But Don't Hurry".  In addition, being efficient assists in service levels for a site that attributes to customer retention of our Customers and your site's financial performance.  To be Efficient and achieve  your "E - Efficient" Certification you must:
 
·         Meet your site's efficiency requirements that are associated with your Agent incentive bonus for three (3) consecutive months.  (If you are unsure of these metrics, please see your manager)
 
Being Efficient is a great accomplishment and both you and your site will benefit from these certifications.
 
If you have any questions, please don’t hesitate to ask your Team Leaders, your Managers or anyone within corporate.
 
Good luck and keep up the good work on becoming a G*R*E*A*T Appletree Employee!!
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 "R - Role Model" certificate recipients Minimize

Appletree is proud to announce the recipients of their "R - Role Model" certification.  Each of you is well on your way to being a true leader within Appletree!

Congratulations!

Herndon Ohio
Lavern Lane Angel Dearth
Patricia Salgado Rosemary Isbel
Bridget Bennett Blossom Young
Paula Schulz Dawn Owens
Ariel Banks DeAna Washington
Dominique Mendenhall Lauren Crumb
Margaretta Patman Lisa Baker
Michelle Ramey Marisa Banes
Sandra Suryanto Portland
San Juan Justin Vogel
Jorge Martinez Letha Works
Luis Vargas Eva Thibodeau
David Fernandez Amber Brown

Marilyn Cruzado

 Ashli Frost
Francisco Ochoa Cheryl Ellicott
Mario Munoz Kayla Kinney
Melinda Quinones Summer Grass
Sacramento St. Louis
John Brownlee Elisabeth Levitt
Marie Theresa Nunez Jennifer Porter
Wanda Kennard Sean Merriman
Kansas City Wilmington
Shanell Jackson Amy Cannon
  Deanna Johnson

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 Qualifications to earning the "R - Role Model" certification Minimize
“R – Role Model”
 
Webster’s defines a Role Model as “A person who serves as a model in a particular behavioral or social role for another person to emulate.”  Being a Role Model within Appletree gives you great respect amongst your peers, as well as your managers.  To be a Role Model and achieve your “R – Role Model” Certification you must:
 
·         Achieve perfect attendance for one month with NO lates or unscheduled absences
·         Achieve an average of 95% or greater quality score for a minimum of one month
·         Provide your manager with an example of how you lived EACH of Appletree’s 7 Core Values
·         Mentor a new employee or an employee who is struggling for a minimum of 8 hours as designed by your Manager
 
Being a Role Model is a great accomplishment and it will be exciting to grant these certifications.
 
If you have any questions, please don’t hesitate to ask your Team Leaders, your Managers or anyone within corporate.
 
Good luck and keep up the good work on becoming a G*R*E*A*T Appletree Employee!!
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 "G - Genuine" certificate recipients Minimize

Appletree is proud to announce it's "first-ever G - Genuine" certified Employees!! 

Congratulations to these individuals and we look forward to adding to our Certfied Agent list!

Portland St. Louis Ohio

Amber Brown

 Elizabeth Levitt Rebecca Dyer
Billie Holst Sean Merriman Rosemary Isbel
Eva Thibodeau Jenny Porter Melissa Scholl
Cheryl Ellicott Aimee Guinn Alexandra Holland
Justin Vogel Anthony McClain Britney Brown
Jeremy Collison Jennifer Custer Karin Baxter
Michelle Gerrish Katrina Simmons Lisa Baker
Sean Perry Laurie Cousino Pamela Richards
Tony Stokes San Juan Sylvia Hill
Katherine Aldert Carmen Suarez Blossom Young
Melissa Fitzgerald Marilyn Cruzado Angel Dearth
Letha Works Luis Vargas Marissa Banes
Danielle Steinhour Francisco Ochoa Molly Mulei
Jeremy Ciccone Esther Rodriguez Rebecca Bucher
Kayla Kinney Jorge Martinez Shanda Anderson
Kristen Jaques Melinda Quinones Wilmington
Robert Buchanan Jose Ayala Sue Lee
Boston Herndon Carol Kamien
Caitlin McGuirk Dominique Mendenhall Amy Cannon
Kansas City Lavern Lane Rosan Athill
Chanel Hurd Patricia Salgado  Jackie McNulty
Carmelita McKinney Paula Schulz Kimberly Hall
Donna West Sandra Suranto Deanna Johnson
Shanell Jackson Sacramento Barbara Lyles
Angela Deshotals Debra Tevis Blair Dickerson
Terese Thurman Priscilla Salamanca Christina Reale
Houma Juanita Parker Patricia Montague
Kathleen "Katch" Naquin Donna Guzman Yoko Lewis
  Hazel Rose  
  John Brownlee  
  Mary Petersen  
  Rosy Solis  
  Constance Royston  
  Mirella Naval  

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“G - Genuine”
 

Websters defines Genuine as "Actually having the reputed or apparent qualities or character; Sincerely and honestly felt or expereienced; Free from hypocrisy or pretense.

Are you genuine in your interactions with our Customers?  Do you hear the emotions of the caller and mirror your conversations around them?  Does your tone indicate that you genuinely care about the prospeity of our Customers?

To be Genuine and achieve your “G - Genuine” Certification you must:

      
1.       Attend and participate in  five (5) listening sessions during the 1st quarter. The calendar on the intranet lists the dates and times, as well as your Team Leaders and Operations Managers will have them.
2.       Complete 17 Online Education courses with the Telephone Doctor and pass the Service Quiz with a 95% or better. A link to the website can be found on the intranet.
3.       Participate in two Side by Sides with a Certified “G” – Genuine Coach from the Management team. When you are prepared for this step in the certification process you can contact your Operations Manager to schedule this.
4.       Listen to 20 call pairings and decide which of the pair reflects empathy on the part of the agent and describe in a sentence or two why.
5.       Two independent graders will pick 20 random calls from the time you complete your last Online Education courses with the Telephone Doctor and pass the Service Quiz. These individuals will decide whether you embraced the “G” – Genuine we are looking for. Out of the 20 calls, one grader needs to feel you embraced empathy in 18 of your calls or 17 calls need to reflect empathy from both graders.
 
Good luck and keep up the good work on becoming a G*R*E*A*T Appletree Employee!!
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