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 32 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 32 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
OnDemand Webinar
This course was last revised on August 27, 2012.
Call 1-866-352-9540 for further credit information.
MP3 Download
No credit available.
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Why Lorman?
Over 32 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
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Why Lorman?
Over 32 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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