1. An Solutions Consultant’s view of customer support Thomson Learning

2. Thomson Gale Collections 2 Introduction Where why and how we come into contact Common Queries What Makes Good Communication Why Problems Arise

3. Thomson Gale Collections 3 Where why and how we come into contact Practical Reasons Good Reasons Bad Reasons

4. Thomson Gale Collections 4 Common Queries Content Access Linking Usage Training Support Promotional materials

5. Thomson Gale Collections 5 What Makes Good Communication Respect Honesty Clarity Establishing expectation

6. Thomson Gale Collections 6 Why Problems Arise We are at opposite ends of a very long chain Stability vs Currency Third Party Changes Internal communication

7. Thomson Gale Collections 7 Questions? Thomson Gale Support team: 020 7067 2500 Globaltech@thomson.com Many Thanks Esther Conway