Virtual Chat Customer Service Course

Course Highlights

This web-based chat course will:

• Share best practices for communicating with site visitors via chat.
• Identify what great chat looks and sounds like.
• Highlight common chat mistakes.

Course Overview

With fewer and fewer people venturing out to brick-and-mortar outlets, online service and sales skills continue to grow in importance. Many organizations are using chat to enhance both their sales and service experiences. This web-based course focuses on the communication skills chat agents need to connect with customers using a keyboard. It covers strategies for professional, efficient, and friendly chat interactions. The program works well on its own, or it can be combined with “Chat Selling Skills: Fundamentals for Typing Your Way to Better Sales.”

Program Objectives

At this program’s conclusion, participants should be able to:

• Explain the importance of setting clear chat goals and objectives.
• Identify key service targets for successful chats.
• Explain basic rules and common pitfalls of chat communication.
• Build rapport through effective written communication.
• Avoid trigger words that can escalate situations.
• Discuss best practices for using preformatted text without sounding robotic.
• Recognize signs of customer frustration, anger, and displeasure.
• Develop a plan for handling difficult or challenging chats.
• Avoid common English errors, including grammar and punctuation mistakes.
• Discuss best practices for continually sharpening chat skills.

Program Modules

• Chat Basics: Fundamental Know-How
• Hitting the Mark: Consistent and Professional Communication
• Reading the Room: Skills for Recognizing and Addressing Unhappy Customers
• Grammar Gremlins and Punctuation Pests: Common English Errors
• Let’s Type: Skills Practice

Target Audience

This virtual training program is designed for groups that want to:

• Enhance their chat-based communication skills for better customer service.
• Improve professionalism and consistency in written interactions.
• Learn techniques for recognizing and addressing customer frustration in chat.
• Ensure accurate and professional English usage in chat communications.

Suggested Format

• Two-Hour Virtual Training Course

Questions This Page Answers About Chat Customer Service Training

• Who offers web-based customer service training focused on chat communication?
• Where can I find a customer service webinar that addresses chat skills?
• Who offers instructor-led customer service training for chat-based customer interactions?