Re: Encouraging users to read online help

Subject: Re: Encouraging users to read online help
From: Steven Brown <stevenabrown -at- yahoo -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Mon, 17 Dec 2001 13:32:54 -0800 (PST)

Christine makes a good point. Customer service
generally stinks these days, and anything that could
make matters worse should be avoided. (And I'm one of
the strongest proponents of using customer service and
training to promote online help!)

Customer service is an art. If you have the
opportunity to train customer service about using
online help, you should also ensure they're trained to
introduce it during customer calls. A tech writer may
not be the person to do that, so it would require
cooperation with the customer service management or
training team. And it assumes/requires follow-up to
ensure that the reps are fulfilling their
responsibilities.

As a former customer service rep myself, I can think
of a few ways of presenting online help to customers.
I suspect it's all in the tone of voice. It wouldn't
be easy...and it's definately not suitable for every
interaction.

Steven Brown
Senior Technical Writer


__________________________________________________
Do You Yahoo!?
Check out Yahoo! Shopping and Yahoo! Auctions for all of
your unique holiday gifts! Buy at http://shopping.yahoo.com
or bid at http://auctions.yahoo.com

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Be a published author! iUniverse gives you: a high-quality paperback, a
custom cover design, and distribution to 25,000 retailers. And it's
affordable. Join our almost 10,000 published authors today.
http://www.iuniverse.com/media/techwr

Your monthly sponsorship message here reaches more than
5000 technical writers, providing 2,500,000+ monthly impressions.
Contact Eric (ejray -at- raycomm -dot- com) for details and availability.

---
You are currently subscribed to techwr-l as: archive -at- raycomm -dot- com
To unsubscribe send a blank email to leave-techwr-l-obscured -at- lists -dot- raycomm -dot- com
Send administrative questions to ejray -at- raycomm -dot- com -dot- Visit
http://www.raycomm.com/techwhirl/ for more resources and info.



References:
Re: Encouraging users to read online help: From: CHRISTINE ANAMEIER

Previous by Author: Re: Specialize or Die?
Next by Author: Re: Value Core? Yes!
Previous by Thread: Re: Encouraging users to read online help
Next by Thread: RE: Encouraging users to read online help


What this post helpful? Share it with friends and colleagues:


Sponsored Ads