Chat Fundamentals: Best Practices for Connecting Through the Keyboard
Available Formats: Virtual Classroom Course
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.
With fewer and fewer people venturing out to a brick-and-mortar outlet, online service and sales skills continue to grow in importance. Many organizations are using chat for enhancing both their sales and service experiences. This web-based course focuses on the communication skills chat agents need to make a connection with customers using a keyboard. The program works well on its own, or it can be combined with Chat Selling Skills: Fundamentals for Typing Your Way to Better Sales.
At this program’s conclusion, participants should be able to:
Explain the importance of chat goals and objectives.
Identify service targets.
Explain basic rules and common pitfalls.
Avoid trigger words.
Discuss best practices for using preformatted text.
Recognize signs of frustration, anger, and displeasure.
Develop a plan for handling difficult chats.
Avoid common English errors.
Discuss best practices for sharpening skills.
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
By the conclusion of this web-based training course, participants should be able to implement best practices when providing service via chat.
Questions This Page Answers About Web-Based Chat Agent Training
Who offers a web-based training for chat agents?
Where can I find a communication skills webinar focused on chat?
Who offers instructor-led chat agent training?
“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”
Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.
“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”
Leo S., Training and Development, HHS
“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”
Training Participant, Data Driven Storytelling (Virtual)
“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”
Training Participant, National Academies of Science, Engineering, and Medicine
“This course provided everything you would need to hold a successful chat.”
Chat Webinar Participant, Port Authority of Allegheny County
“I have never attended D&I training before and didn’t know what to expect. This exceeded my expectations. It wasn’t boring. It was timely and relevant. D&I can be a sensitive topic with some and I felt like the approach here brought people along with being judgmental or condemning anyone.”
Training Participant, ICBA
“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”
Simon B., R.E. Carroll Inc.
“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”
Brad B., IT Manager, Major US Bank’s IT Service Desk Manager
ONLINE INSTRUCTOR-LED CHAT AGENT TRAINING
COURSE . WEBINAR . PROGRAM