Overview
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. With Customer Satisfaction as the main objective, the chat agent needs focused training on soft skills such as greeting, opening, setting the tone, probing, understanding, critical reading, providing answers and solutions, wrapping up the chat and personalized good byes.
Learning Outcomes
By the end of the Live Chat Customer Support intensive session, you will be able to:
- 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
- Adhere to best practices for managing live chats
- Apply empathy, probing and critical reading during live chat
- Develop an understanding of Webchat KPI's & and how to adhere to them
- Polish your personal touch to build closer relationships with customers
Who Must Attend
This program is prepared for customer service representatives and their supervisors who are responsible for webchat customer support
Course Details
Elements of Live Chat Competency:
Attitude
Skills
Knowledge
Module 1:Reading & Responding
(Alternative to Active Listening in voice channel)
New Canned messages shall include acknowledgment dialogue.
Module 2: Empathy
Understanding the customer’s perspective
New Canned messages shall include impactful empathic statements that help produce pleasant customer interactions, develop trust and confidence.
Module 3: Questioning Skills
How to ask 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.
Module 4: Handling complaints and Defusing angry customers
Chat skeleton
Greet, read to understand, probe & clarify, empathize, solve, provide future self-help instructions (if applicable) and end the interaction efficiently
Module 5: Templates for Live Chat Situations
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, giving information
Live break-out sessions to identify correct soft skills & canned responses according to various situations
Methodology
Webinar & Breakout room group activities
Course Leader
ANGELINE ANN SAMUEL
Bachelor of Software Engineering (Hons), University of Staffordshire
CEO & Founder Of A TECH
Certified Ethical Hacker (CEH)
Computer Hacking Forensic Investigator (CHFI)
Angeline is an experienced specialist in professional development and digital marketing. She has spearheaded a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions. Her involvement includes ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.
Her daily role entails; strategic planning, managing and leading teams in diverse roles, sales/ marketing/ advisory/ operations management, digital marketing, market expansion strategies, business development initiatives, competitive & market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio.
Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant, working with multiple organisations.
Her client’s include : • MATA , Malaysia • Palace of the Golden Horses, Malaysia • Royal Chulan, Malaysia
• Bank Islam, Malaysia
Total Worx Asia • Mozambique Airlines (LAM)
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• Base Titanium, Zambia • First Gulf Bank, Abu Dhabi
• Saudi International Trading Company Limited
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Or
We have a faculty of specialist and can cater to your organisation's different levels and specific needs.
For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123
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Email: info@itrainingexpert.com
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