an solutions consultant’s view of customer support thomson learning
TRANSCRIPT
An Solutions Consultant’s view of customer support An Solutions Consultant’s view of customer support Thomson Learning
Thomson Gale Collections 2
IntroductionIntroduction
• Where why and how we come into contact• Common Queries• What Makes Good Communication• Why Problems Arise
Thomson Gale Collections 3
Where why and how we come into contactWhere why and how we come into contact
• Practical Reasons• Good Reasons• Bad Reasons
Thomson Gale Collections 4
Common QueriesCommon Queries
• Content• Access• Linking• Usage• Training Support• Promotional materials
Thomson Gale Collections 5
What Makes Good CommunicationWhat Makes Good Communication
• Respect • Honesty• Clarity• Establishing expectation
Thomson Gale Collections 6
Why Problems AriseWhy Problems Arise
• We are at opposite ends of a very long chain• Stability vs Currency• Third Party Changes• Internal communication
Thomson Gale Collections 7
Questions?Questions?
Thomson Gale Support team: 020 7067 2500
Many Thanks
Esther Conway