A great FAQ page improves the customer experience and deflects agent calls. A poorly designed FAQ page frustrates customers and forces customers to reach you though another contact channel or to go with their questions unanswered. In this OnDemand Webinar you'll get step-by-step instruction on how to develop a robust, clear, consumer-driven FAQ page that delivers a great self-service customer experience by putting the consumer's most frequently asked questions right at their fingertips.
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Why Lorman?
Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
The Best Way to Structure Your FAQ Pages
The Five Critical Steps for Developing Consumer-Driven Pages That Allow Your Customers to Help Themselves
How to Be Certain You're Presenting the Right Questions (And Answers) on Your FAQ Page
A "Pretty" FAQ Does You No Good .... How to Test the Effectiveness of Your FAQ Page
Why You Always Need to Give Self-Serve Customers an Easy Option to Reach a Live Person for Help
Field Trips to Three of the Best FAQ Pages Around
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Why Lorman?
Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
MP3 Download
No credit available.
OnDemand Course
This course was last revised on August 27, 2012.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty

Myra Golden
Myra Golden Seminars LLC
- Runs Myra Golden Media, a customer service and public relations agency that specializes in strategic customer relations consulting designed and tailored for each client’s needs
- Helps companies completely restore customer confidence in their brands after service failures
- Considered one of the leading experts in customer recovery
- Helped hundreds of organizations rethink and redesign their complaint response processes so they are positioned to retain more customers, improve customer satisfaction and increase profits
- Designed customer recovery programs for such companies as Verizon Business, McDonald’s, Coca-Cola, National Car Rental, Michelin Tires and Frito Lay
- Co-writer of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service
More Program Information
Why Lorman?
Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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