Webinar: Virtual Customer Service Strategies - Solving Problems Via Email, Instant Messaging, and Social Media

Speaker Pat Wagner
Pat Wagner has been a trainer, educator, and consultant for 40 years, having worked with clients in 48 states and Canada. She is a manager and producer at Pattern Research, Inc. Pat likes to find the essence in models of human behavior and organizational design and build effective and engaging formats ...

Pat Wagner has been a trainer, educator, and consultant for 40 years, having worked with clients in 48 states and Canada. She is a manager and producer at Pattern Research, Inc. Pat likes to find the essence in models of human behavior and organizational design and build effective and engaging formats for learning: face-to-face, in print, and online. She has been a poet, playwright, printer, publisher, and graphic designer, and loves books, gardens, and the arts.

Full Description

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?


Agenda:

  • 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

Outcomes:

  • 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: 

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.

METRO uses Adobe Connect for all online programs.  You can test your Adobe Connect connection at http://metro.adobeconnect.com/common/help/en/support/meeting_test.htm or get a quick overview at http://www.adobe.com/go/connectpro_overview.

When?

Thu, Nov. 7, 2013
noon - 1 p.m. US/Eastern

How Much?

Event has ended

Where?

Online