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Title:
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Online customer service [videorecording] / director, Kurt Breitenmoser.
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Publication info:
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New York : Films for the Humanities & Sciences, c2012 ; Orangeville, Ont. : McIntyre Media [distributor].
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Physical description:
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1 videodisc (21 min.) : sound, colour ; 12 cm.
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Content type:
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two-dimensional moving image
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Media type:
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video
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Carrier type:
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videodisc
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Series Added Entry-U:
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Customer service essentials.
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Subject term:
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Customer services.
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Subject term:
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Customer services--Communication systems.
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Subject term:
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Online etiquette.
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Subject term:
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Electronic mail messages.
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Subject term:
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Customer relations.
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Subject term:
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Electronic commerce.
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Subject term:
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Social media--Economic aspects.
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Subject term:
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Internet marketing--Customer services.
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Technical details:
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DVD.
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General Note:
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Produced by Films for the Humanities & Sciences, VEA Group Pty Ltd.
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Contents:
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Introduction to online customer service -- Live chat customer service -- Social media customer service -- Email customer service.
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Credits:
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Writer, Matt Mclean ; producer, Michael de Robbio ; director of photography, Tristan McLachlan, Daniel Cowan.
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Summary:
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"Helping people via the Internet might sound easy, but in fact, many customers expect more from a digital interface than they do from in-person or telephone venues. And because folks can take their business elsewhere with one swift click or keystroke, competition for online customers is fierce; anyone tasked with keeping them happy is on the front line of a company's battle to succeed. Using eye-catching animation, down-to-earth explanations, and illustrative chat excerpts, this video presents the best ways to assist customers who sign in rather than stroll in. Topics include the basic parameters, functions, and fine points of live chat, which enables a trainee become the 'voice' of his or her company; the ways in which social media platforms like Facebook and Twitter can play a role in effective customer service; the importance of e-mail etiquette; and the methods by which a service representative should deal with online behavior that becomes upsetting or offensive."--Container.
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Language:
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In English with optional English subtitles; closed captioned.
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Series Statement:
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(Customer service essentials)
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Added Entry-Personal:
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Breitenmoser, Kurt., director.
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Added Entry-Personal:
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McLean, Matt, 1979- , screenwriter.
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Added Entry-Personal:
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De Robbio, Michael., producer.
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Added Entry-Corporat:
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Video Education Australasia., producer.
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Added Entry-Corporat:
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Films for the Humanities & Sciences (Firm)
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Added Entry-Corporat:
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McIntyre Media Inc.
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Videorecording #:
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47821 FFH
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Videorecording #:
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394950 McIntyre Media
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key:
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6263733
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