6 February 2008, London
26 June 2008, Birmingham
6 November 2008, London
This is an enquiry-handling course with a difference. Presented by the author of the leading basic textbook on enquiry work, it focuses on the techniques needed when deprived of the clues we take for granted with face-to-face enquiries. With no eye contact, facial expression, body language and frequently no tone of voice, it’s vital to manage communications with the enquirer effectively. When the enquirer can’t see you, the risk of misunderstanding or offence is high – so good customer care skills are vital.
Benefits of attending
Designed for experienced enquiry handlers, this course draws on good call centre practice to demonstrate the special techniques needed in managing and operating a remote enquiry service. With extensive use of group practical work and an emphasis on presentation and customer care, the course will equip participants to run an operation that both satisfies enquirers and benefits the service itself.
By the end of the course participants will have:
- considered the differences between face-to-face and remote enquiry handling
- assessed the requirements for operating an effective remote service
- learned how to question enquirers effectively but courteously, avoiding misunderstandings
- practised receiving, responding to and reporting back on enquiries by phone and email
- developed customer care strategies to keep the enquirer on-side
Who should attend?
Information staff who deal with enquiries received by phone or email. Managers who either operate or are developing a remote enquiry handling service. Anyone who needs to find out about the special challenges of dealing with enquiries when the enquirer is not present.
Programme
| Registration & coffee |
09.15 |
| Start |
09.45 |
| Lunch |
13.00 |
| Close |
16.45 |
- Why remote enquiry handling is different
what we can learn from good call centre practice
- The all-important first conversation questioning
strategies and recording techniques
- Tricky enquiries by phone: 1
Team practical: finding out what the caller really wants – recording the enquiry – agreeing the task
- Tricky enquiries by phone: 2
Team practical: finding the information – preparing an answer
quality checking your answer – what to do if you can’t find one – planning how to present your answer – reporting back
- Tricky enquiries by phone: 3
Team practical: reporting back to the enquirer
- Tricky enquiries by email: 1
Team practical: initial dialogue – recording the enquiry – agreeing the task
- Tricky enquiries by email: 2
Team practical: finding the information – preparing an answer – reporting back
gathering performance data from completed enquiries – adding to your information resources – developing new service
Places are limited to: 10
Course leader: Tim Buckley Owen
Fees:
CILIP personal members: £305 plus VAT £358.38
CILIP institutional members: £370 plus VAT £434.75
Non members: £430 plus VAT £505.25
Updated: 16 July 2008