Virtual Customer Service Strategies: E-mail, Instant Messaging and Social Media Webcast 

This is a 60 minute pre-recorded webcast. With our online anytime format, you will immediately receive the link to the webcast, password and the link to the webcast handout upon successful registration. You do not need any special software to view and listen, just a computer!  Since passwords are changed frequently, we suggest viewing the webcast as soon as possible after registering.

Description:

Your library customers expect they can pay bills, order products and services, earn discounts, and talk to an expert online. How can you also anticipate difficulties, provide solutions, collect data about failures, and leave your customers happy? What kind of planning, training, and technology are required? What are the costs of being a virtual problem-solver?

Agenda: Click here for agenda

The Key Idea: Virtual customer services can take more people to manage, not less.

Outcomes:

• Identify current financial, technical, and personnel resources available for creating online customer services.
• Set priorities for which virtual service to introduce first.
• Verify which customer group will be best served by virtual services.
• Weigh the pros and cons of virtual services for your library.
• Create experimental service project to evaluate how well it works, and how to tweak for success.

Presenter:

Pat Wagner has been a trainer, educator, and consultant for 40 years, having worked with clients in 48 states and Canada. She is a manager and producer at Pattern Research, Inc. Pat likes to find the essence in models of human behavior and organizational design and build effective and engaging formats for learning: face-to-face, in print, and online. She has been a poet, playwright, printer, publisher, and graphic designer, and loves books, gardens, and the arts.

Cost:

Each registration entitles the registrant only to access the webcast. Registrations may not be shared in any way or viewed in a group viewing. You may not broadcast or redistribute in any way without prior approval from Mid-America Library Alliance. That includes, but is not limited to, displaying webcast via projector, large screen tv, or overhead projector.

• MALA Member: $20.00
• Non-Member: $40.00

MALA Webcast Billing/Refund/Credit Policy:  We prefer all webcasts to be prepaid.  If you prefer to be billed, there is a $5 charge for this service.