Live Support Chat Training
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Let's Chat: Customer Service Skills for Online Service and Sales Representatives
Available Formats
Program Overview
Never before have so many options been available to organizations who wish to communicate with their customers and potential customers. Among the choices available are the telephone, email, social media, and chat. Each channel has distinct advantages and challenges. Unlike the telephone where tone of voice contributes to what is understood or traditional letters where there is ample time to write and rewrite what is being said, good chat requires accurate and quick communication in a short time period. This program is designed specifically for those people using chat as part of their live customer support or sales strategy.
Program Objectives
At this program's conclusion, participants should be able to:
- Identify the types of requests they most frequently receive while manning the chat line.
- Explain how to set the tone of a chat.
- Describe best practices for managing chats.
- Cite responses they should provide and those they should avoid when trying to resolve customers' issues.
- Demonstrate how to proofread chats for accuracy.
- Articulate when and when not to use canned chat.
- Explain when and how to escalate a chat or move the chat to another communication channel such as the telephone.
- Demonstrate how to evaluate the effectiveness of a chat session.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s). Course Outline
Finding the Key: Setting Up a Chat for Success
This opening module looks at the difference between live support via chat and live support over the telephone. Participants will identify actions they can take immediately to set the tone for a conversation and put customers at ease.
The Right Strokes: Best Practice for Chat Support
How many chats should you handle at once? How do you find out the reason for the conversation and confirm your understanding? Should you use canned text? During this portion of the program participants will discuss the answers to those questions and more.
Hot Buttons: Determining What Not to Say
Chat sessions can live forever. This segment examines the phrases and mistakes that live support providers often make when servicing customers via chat. During this part of the program, participants will review chat logs and rewrite them for clearer communication and better customer service.
The Magic Touch: Practice Makes Perfect
During this portion of the program participants will practice answering typical chat questions. They will focus on communicating the organization's brand through word choice, rephrasing blunt text with more appropriate prose, and proofreading quickly before hitting the "send" key.
Measuring Chat Effectiveness
This final segment looks at how to measure the effectiveness of chat during the interaction with customers and after the fact.
At the program's conclusion, participants will have an understanding of what it takes to provide great chat to enhance a customer's experience.
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This course is available onsite for groups. We do not offer the program in a public format. Please contact us to speak with a facilitator about your needs and bringing this workshop to your organization.