Course Outcomes

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 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.

Program Objectives

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

  • Avoid typical chat mistakes.
  • Explain the importance of planned messages.
  • Create planned responses for common interactions.
  • Explain the dos and don’ts of using planned messages.
  • Practice chat with situations you typically encounter.
  • Measure their chat skills.

Program Modules

  • Chat Basics
  • Consistent and Professional Communication
  • Skills for Recognizing and Addressing Unhappy Customers
  • Common Errors in English
  • Skill Practice

By the conclusion of this web-based training course, participants should be able to implement best practices when providing service via chat.