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Teach an old listmember a new trick-Customer Service documentatio n...
Subject:Teach an old listmember a new trick-Customer Service documentatio n... From:"Comeau, Lisa" <ComeauL -at- MOHYF-MX1 -dot- MOHDEV -dot- GOV -dot- ON -dot- CA> Date:Tue, 5 Jan 1999 15:06:30 -0500
Hello all! I have been on hiatus from the list, and the working world for a
few months, but I am back, and ready to stir up trouble! :) (Just kidding,
although I'm sure this post may garner me some flamage...they usually do.)
"What does technical writing have to do with Customer Service?" You ask.
"That's what I'm trying to find out." I wittily reply.
Here's the thing. I am what is loosely termed an "Account Representative"
for a project being done by a Canadian government branch. We are trying to
(among several other things) increase the level of client service (client
meaning end-user) during this project, which will (hopefully) continue on
even when this project has been completed.
Since I have (in a way) become the poster child for documentation on the
team (must be my love of words and anal retentive AKA organized habits), I
have decided that documentation can become a great tool for customer
service. Basically, I believe that (and I quote myself here - rough draft of
a list of ideas for client satisfaction program currently being
brainstormed)
"Technical documentation is an integral part of communication both with
clients, and within the service department. By anticipation of user
questions, concerns, and problems , creation of documentation for these
situations, and easy access to this information, we have created a sense of
confidence."
Yep. Long-winded, I know, but it IS a rough draft.
By appropriate and effective use of documentation as a communication tool,
we can create a free-flow of conversation between users and account reps. We
can limit the human contact to a manageable amount where the reps are less
stressed because they have fewer "uninformed questions" to deal with on a
personal level.
Having been a listmember before, and having respect for ALL opinions on the
list, I have decided to ask what you all think. Any ideas on how to bombard
the team with my ideas and hypnotize them into agreeing- I mean, any ideas
on how to get my documentation point across and improving customer service
through the written word? Any rules for standards, comments on similar
projects, or even a "hello" from members I haven't spoken to in awhile (sent
off-list of course) would be great.
TIA! Lisa Comeau
Account Representative; Y2K/Exchange Project
Client Services Group, Ontario Ministry of Health
Office (416) 327-1112
Pager (416) 715-9198 mailto:comeaul -at- mohyf-mx1 -dot- mohdev -dot- gov -dot- on -dot- ca
"Don't cry because it's over, smile because it happened."
