Live Chat / Online Chat Customer Support Training

Program Overview

This workshop is designed to help improve skills that provide the customer with the main thing i-e CUSTOMER SATISFACTION. Customers require our help, support, guidance and resolution through pleasant service interactions and experiences. They need us to fully understand their concerns and provide the best solutions. Hence, we need to ensure that our live chat agents possess web chat related soft skills, writing or chatting skills, understand the web chat platform, develop and utilize shortcuts or canned messages and enjoy resolving customer issues during the first interaction (FCR).

Who should attend

This program is prepared for customer service representatives and their supervisors who are responsible for webchat customer support

Key topics covered

Soft skills including Probing Skills, Reading between the lines, Empathy,
Handling complaints and De-fusing angry customers, greeting, acknowledgement, empathy, apology, pause, satisfaction and closing statements, First contact resolution, Live chat agent KPI's, templates-Live chat dialogue

Developing new, or assessing existing, shortcuts or canned messages for the following components of a webchat:

Greeting - General greeting, Greeting repeat visitors
Apologizing - Apologizing for issues, Unable to meet requests
Transferring - Suggesting transfer, customer requesting to transfer
Putting customer on hold - In the middle of chat, In the queue, Thanks for waiting etc
Asking for additional information. For example:
general,
verification,
account information etc.
Giving information
and more..........