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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
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