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An Solutions Consultant’s view of customer support. Thomson Learning. Introduction. Where why and how we come into contact Common Queries What Makes Good Communication Why Problems Arise. Where why and how we come into contact. Practical Reasons Good Reasons Bad Reasons. Common Queries.
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An Solutions Consultant’s view of customer support Thomson Learning
Introduction • Where why and how we come into contact • Common Queries • What Makes Good Communication • Why Problems Arise
Where why and how we come into contact • Practical Reasons • Good Reasons • Bad Reasons
Common Queries • Content • Access • Linking • Usage • Training Support • Promotional materials
What Makes Good Communication • Respect • Honesty • Clarity • Establishing expectation
Why Problems Arise • We are at opposite ends of a very long chain • Stability vs Currency • Third Party Changes • Internal communication
Questions? Thomson Gale Support team: 020 7067 2500 Globaltech@thomson.com Many Thanks Esther Conway