HANDLING ENQUIRIES REMOTELY: EFFECTIVE ENQUIRY ANSWERING BY PHONE AND EMAIL
11 June 2007, 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 that taken for granted with face-to-face enquiries. With no eye contact, facial expression, body language, and frequently no tone of voice either, it's vital to manage communications with the enquirer effectively. Because the enquirer can't see you, the risk of misunderstanding or offence is high - so good customer care skills are vital. And because customer loyalty is lower than ever, it's up to you to use cross-selling techniques to lock your customers in.
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 EVENT 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
COURSE LEADER: TIM BUCKLEY OWEN
Tim is the author of Success at the Enquiry Desk (Facet Publishing 5th ed 2006). He has over 25 years' experience of enquiry handling - in quick reference, special enquiry work and extended desk research. Tim is an independent information consultant and a member of CILIP.
PROGRAMME
9:15 Registration and coffee
9:45 Welcome and introductions
10:00 Three tricky enquiries by phone
Practical: what do the enquirers really want?
10:20 Three more tricky enquiries by email
Practical: how do you keep up the dialogue?
10:45 Understanding the question
Presentation: questioning techniques and interrogation strategies
11:15 Coffee
11:30 Getting started on the phone enquiries
Practical: keeping the enquirer happy without over-promising
12:15 Getting started on the email enquiries
Practical: agreeing realistic deadlines
1:00 Lunch
1:45 Devising your search strategy
Practical: imagining the final answer
2:15 Efficient searching
Practical: finding enough information to enable you to report back
3:00 Tea
3:15 Reporting back by phone
Practical: what are you going to say if you can't find the answer or the enquirer isn't satisfied?
3:45 Reporting back by email
Practical: how will you offer to add value?
4:15 Final comments and questions
4:45 Close
PLACES ARE LIMITED TO: 10
Fees:
CILIP personal members: £280 plus VAT £329.00
CILIP institutional members: £335 plus VAT £393.63
Non members: £390 plus VAT £458.25
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING:
Please print out and complete the booking form below and return it by fax to the Training & Development Department on 020 7255 0561, or post to: Training & Development, CILIP, 7 Ridgmount Street, London WC1E 7AE
TO PROVISIONALLY BOOK A PLACE:
To make a provisional booking simply telephone us on 020 7255 0560, textphone 020 7255 0505, email [log in to unmask] or visit this workshop's web page at http://www.cilip.org.uk/training/training/2007/libinfo/Handlingenquiriesremotely.htm
(Provisional bookings will be held for three weeks. A confirmed booking must be received within this period or your place may be lost.)
BOOKING FORM:
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PLEASE NOTE: cancellations received on the day will incur the full fee. If a cancellation is received in the seven working days prior to the event, 50% of the fee will be due.
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CILIP reserves the right to alter details or to cancel this event should the need arise.
CILIP has provision for those in wheelchairs. Induction loops are also available.
CILIP, The Chartered Institute of Library & Information Professionals
Registered Charity no. 313014
Message sent by:
Cara Watson
Events Assistant, Training & Development
CILIP
7 Ridgmount Street
London
WC1E 7AE
Telephone: 020 7255 0560
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our web pages at: www.cilip.org.uk/training
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