learning center

How Do I Change or Add a Customer's Email in QP for Follow-Up, to Give the Customer a Copy of Their Chat Transcript?

Did a customer enter an email during the chat session?  When this happens, we need to assure that the customer receives a copy of the chat transcript.  More importantly, if the customer needs follow-up, we will need the email in the right place.  If an email address was given in chat, but not entered when the customer initially asked their question, you will need to change the email in the system. This explains that process.

How Do I Know if a Customer is Mine?

Unsure of which library a customer "belongs" to? Are you not sure where to refer them? If so, this guide is for you.

Responding to a Customer Response in Followup

You've clicked on a question from one of your Question Lists to write back to the customer, but you have no function buttons. What to do? This guide will help.

I Want to Change How I Am Alerted to New Customers

This will help you change your customer alert settings in Flash Chat.

If you're the only librarian monitoring chat, there may be a technical issue. Here's how to fix it.

This will help you troubleshoot Flash Chat when you appear to be the only librarian online!

Part I: New Staff Training

This is Part I of the New Staff Training for new AskUsNow! providers.  Each part builds on the previous one.  No participant can move onto Part II without completing Part I.  4 Contact Hours are given for Parts I and II.

PART I:  Tutorials, Quiz, and Activity

New Staff Training

New Staff Training Registration is at http://askusnow.info/staff/training/registration

New Staff Training (NST) is mandatory for all Maryland Library staff who want to provide the Maryland AskUsNow! service. Project Liaisons may also attend at any time.  Interested in learning about the service?  Please try out Part I. 

The 10 Things You CAN Do for Customers

Here are the 10 things to keep in mind when providing great customer service:

1. Focus on what you CAN do

Your customer may have just asked you what seems like an impossible request. However, there's always something you can do! Maybe the most logical step is referring them to another organization, or to their local library. Maybe you can get them something similar to what they're asking for. No matter what, do not send them away without a next step.

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