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An Solutions Consultant’s view of customer support

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

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  1. An Solutions Consultant’s view of customer support Thomson Learning

  2. Introduction • Where why and how we come into contact • Common Queries • What Makes Good Communication • Why Problems Arise

  3. Where why and how we come into contact • Practical Reasons • Good Reasons • Bad Reasons

  4. Common Queries • Content • Access • Linking • Usage • Training Support • Promotional materials

  5. What Makes Good Communication • Respect • Honesty • Clarity • Establishing expectation

  6. Why Problems Arise • We are at opposite ends of a very long chain • Stability vs Currency • Third Party Changes • Internal communication

  7. Questions? Thomson Gale Support team: 020 7067 2500 Globaltech@thomson.com Many Thanks Esther Conway

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