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

Thu, Apr. 25, 2013

noon - 1 p.m. US/Eastern

 

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

• $10.00 METRO Institutional Member Employee
• $10.00 Individual myMETRO Member
• $10.00 NY3Rs Member
• $25.00 Non-Member

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 ...

Full Description

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