Please note that this session is part of METRO's Library Leadership Lunch Hour webinar series with instructor Pat Wagner. Register on this page for the series*.
Your customers expect that they can pay bills, order products and services, and talk to an expert online. How can you also anticipate difficulties, provide solutions, collect data about failures, and leave your customers happy? What kind of planning training, and technology are required? What are the costs of being a virtual problem solver?
- Introduction: What Is Different About Virtual Customer Service?
- The Key Idea: Avoid Being Annoying, Tedious, or Confusing
- How To Build Rapport Via Technology: Keep It Human
- How Well Does The Technology Work? Don't Take It For Granted
- Speed Of Response Is Of The Essence
- Empower The Customer Service Staff for Fast Decisions
- Record Transactions For Constant Improvement
- Evaluate and improve current virtual customer service
- Upgrade technology to communicate with customers or make upgrading a budget priority
- Execute standards for response to customer inquiries
*By registering on this page, you also register to receive access to and/or archived recordings of the other five sessions in this series:
- Principled Leadership on Thursday, May 23rd
- Improving Information Exchange in Workplaces on Thursday, June 13th
- Supervisory Skills for New (and Old) Managers and Leaders on Thursday, July 18th
- What to Do When You Don't Know What to Do: Conflict First Aid on Thursday, September 19th
- After the Internet and eBooks: The Future of the Information Society on Thursday, October 17th
METRO is making all six of these sessions available at a discounted package rate of $30 for members and $100 for non-members. Not a METRO member? Learn more about our individual myMETRO membership options here. Access to each live program and archived recording will be made available to all registrants.
Log-in information will be distributed to all registrants via email 1-3 days prior to the webinar. All registrants will have access to the archived recording of the webinar within a week after the live session.
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