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:

  • Explain the importance of chat goals and objectives.
  • Identify service targets.
  • Explain basic rules and common pitfalls.
  • Build rapport.
  • 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.

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

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