Handling Enquiries Remotely: effective enquiry answering by voice and text based media
Course Code: ANLTC 2012/02
Date: Tuesday 24th April 2012
Description: When responding to enquiries by phone, email, text etc, we are deprived of nearly all the clues we take for granted face-to-face. With no eye contact, facial expression or body language – and frequently no tone of voice – it’s vital to manage communications with the enquirer effectively. The risk of misunderstanding or offence is high; customers tend to be more impatient, and it’s very easy for them to take their query elsewhere.
Designed for experienced enquiry handlers within the organisation, this programme draws on good contact centre practice to demonstrate the special techniques needed in managing and operating a remote enquiry service. It includes extensive use of group practical work and an emphasis on branding, presentation and customer care.
By the end of the programme attendees will have:
- considered the differences between face-to-face and remote enquiry handling
- assessed the requirements for operating an effective remote service
- practised receiving, responding to and reporting back on enquiries by phone and email
- developed customer care strategies to keep the enquirer on-side
- learnt how to deal with enquiries effectively
Audience: This programme will be of benefit to staff who deal with enquiries by phone, email, text or instant messaging. Managers who operate or are developing a remote enquiry service will also benefit. Anyone who needs to discover the challenges of dealing with enquiries when the enquirer is not present will also find this programme valuable.
Presenter: Tim Buckley Owen. Tim is the author of the classic textbook ‘Successful
Enquiry Answering Every Time’ (Facet Publishing, 6th edition due 2012). He’s had nearly 40 years’ experienceof handling enquiries – in quick reference, special enquiry work and extended desk research.
Note: Numbers are limited on this course
Host library: Dublin City University
Course Location: Training Room 1, DCU Library, Glasnevin, Dublin 9