Welcome to our Live Chat Training page:
Review of existing webchat & email
response performance
• Signing NDA
if required
• Customer objections
• Customer agreements
• Rep skill level
• Rep chat
behaviour
• FCR, AHT, Abandoned rates review
if possible
• Identifying Strengths and weaknesses
Review and Analysis of past and current chat statistics to determine current & past performance level
Post-training chat transcript assessment
Reporting
Request for proposal
Live Chat provides convenience, speed and reduction in the customer’s effort to reach us. Being a major customer service channel, it requires specific skills in order to improve customer experience. It might seem that chat is simple, easy, no problem!! However, chats, unlike words, stay in the customer’s possession. A quick copy / paste by the customer to the wrong people or media can enhance or destroy a company’s reputation.
Request for proposal
Structure of customer interaction
Know how to set the right tone and ensuring messages are not misunderstood or taken in the wrong context
Communication & empathy
Apply empathy, probing and critical reading during live chat.
Improve questioning skills
Best practices
Adhere to best practices for managing live chats
Live chat etiquette
Write to impress using professional chat etiquette
Design personalized shortcuts or canned messages
Learn how to escalate the chat to a different agent or channel
Enhance Call Centre Service
Polish your personal touch to build closer relationships with customers
Request for proposal
Elements of Live Chat Competency:
Attitude
Skills
Knowledge
Empathy
Understanding & responding to customer issues by following the “AAE” sequence in order to set a positive and empathic tone for customer interactions.
Webchat Customer care requires us to fully understand the customer’s situation and pain points as though they were our own. With such an emotion, the service representative strives to relieve the customer’s pain according to the way they need it relieved.
New Canned messages shall include impactful empathic statements that help produce pleasant customer interactions, develop trust and confidence.
Reading & Responding (Alternative to Active Listening in voice channel)
There is a strong link between effective listening or Critical reading and professional chat service. This is a fast moving and thought-provoking module on the central webchat communication skill of critical reading. This activity is designed to help participants understand from within, the importance of listening or reading to understand effectively. New Canned messages shall include acknowledgment dialogue.
Probing Skills (Controlling the chat and average handling time)
The art of asking the right questions to identify and understand underlying customer issues. New Canned questions shall include open and closed ended questions to give the customer a chance to fully explain the situation.
Request for proposal
Handling complaints / De-fusing angry customers
Live chat benchmarks and key metrics
Key metrics & KPI’s for the live chat environment
Live chat etiquette – a positive customer experience
Artificial intelligence & Chat Bots: 7 Reasons why your business needs bots
Chat skeleton
Greet, read to understand, probe & clarify, empathize, solve, provide future self-help instructions (if applicable) and end the interaction efficiently
The trainer launches pre-developed chat templates addressing most chat elements
Customizing the templates to suit the client’s business
Chat dialogue / Canned shortcuts / canned messages development that doesn’t make your agents sound like robots
Greeting
Probing text that clarifies and uncovers underlying issues
Empathy text that develops trust & confidence
Reading and responding text that acknowledges the customer’s concerns
Text for de-fusing angry customers
In addition, canned text messages shall be developed for elements such as putting the customer on hold, transferring, apologizing & more….
Practice session to identify correct soft skills & canned responses according to various situations
Request for proposal
Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad Certificate EMP 1654 He has over 20 years of experience in call centre training and training coordination He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (scheme for fresh graduates Shahrukh is actively involved in developing agent and team leader skills in in the contact centre environment To date, he has helped close to 90 large contact centres upgrade the skills of their telesales, customer service and debt collection agents and team leaders.
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
In depth and detailed profile is available upon request.
Request for proposal