Enquiry Handling by Phone & E-mail

A session at ASLIB Training: Enquiry Handling by Phone & E-mail with Tim Buckley Owen

Responding to enquiries by phone or email, we are deprived of almost all the clues we take for granted when dealing with people face-to-face. With no eye contact, facial expression or body language - and frequently no tone of voice either - 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.

Course highlights:

The workshop will cover:

  • Why remote enquiry handling is different
  • Setting up your service
  • Running your service
  • Handling tricky enquiries by phone
  • Delivering the answer
  • Reporting back to the enquirer by phone
  • Handling tricky enquiries by email
  • Signing off enquiries: gathering performance data, adding to your information resources, developing new services.

This is course is for:
* information staff who deal with enquiries by phone, email or text
* managers who operate or are developing a remote enquiry service
* anyone who needs to understand the challenges of dealing with enquiries when the enquirer is not present.

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Date Wed 30th April 2014

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