If Your Communications Skills are Like a Country Music Song, You Done Got Problems

Audience: All
Technical Level: Low

Not gettin� along�not listenin��wantin� to leave�thinkin� of someone else�

These phrases could have come from a George Strait or Brooks & Dunn song. Unfortunately, they also can describe the frustration of your customers about the service they�re getting. Technology professionals sometimes focus on the technical nature of customer problems, rather than on the human nature. As a result, though they may solve the technical problem, they leave the customer upset.

This presentation will discuss principles of communications and customer service, and help you reduce the chances that customers will view your customer service as a country music song.

MP3: SunLR4Sat1200.mp3

Play It Now!

Calvin Sun
Temple University School of Law

About Elmer Masters

Elmer R. Masters is the Director of Technology at the Center for Computer-Assisted Legal Instruction (www.cali.org) where he works on interesting projects involving technology and legal education like eLangdell, Classcaster, Lawbooks, QuizWright, and the CALI website. He has nearly 25 years of experience building tech tools for legal education and systems for accessing law and legal materials on the Internet. He is the admin of the Teknoids mailing list (www.teknoids.net) and has been blogging about legal education, law, and technology for over 15 years (www.symphora.com). He has a JD from Syracuse University College of Law and was employed by Syracuse, Cornell Law School, and Emory University School of Law before joining CALI in 2003. Elmer has presented at the CALI Conference for Law School Computing (where he organizes the program), the AALL and AALS Annual Meetings, Law Via The Internet, and other conferences, symposia, and workshops on topics ranging from IT management in law schools to building open access court reporting systems to information architecture design and implementation in law.
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