Delivering Exceptional Live Chat Support: Drive Results and Loyalty

Course details

What’s the best way to deliver truly exceptional live chat support? In this course, customer service expert Myra Golden shares best practices to help prepare you as a contact center agent to navigate the live chat support channel with professional aplomb. Discover techniques for building rapport through friendly language, quickly diagnosing issues and solving problems, delivering disappointing news with empathy, addressing tensions and handling difficult customers, and guiding chat interactions to productive resolutions—even when you can’t give the customer what they want. By the end of this course, you’ll be ready to apply your chat support excellence with any type of customer.

Learning objectives
Create rapport with great lead-in sentences.
Clarify issues to ensure you and the customer are on the same page.
Keep customers updated while you’re looking things up.
Handle difficult situations and challenging customers in chats.
Move the process forward with the unresponsive customers.
Guide chat interactions to productive resolutions.

Concepts

0. Introduction

01 - Manage customer chat interactions faster and more easily

1. Creating Rapport with Live Chat Customers

02 - Writing great lead-in sentences for live chat
03 - Acknowledging concern and validating customers in live chat
04 - Mirroring language and tone in live chat
05 - Adding human tone in live chat
06 - Delivering proactive status updates during chat research

2. Problem-Solving and Handling Difficult Customers

07 - Collaborating with customers in live chat to diagnose issues
08 - Breaking bad news with empathy in live chat
09 - De-escalating angry customers in live chat with the 3Rs

3. Guiding Chat Interactions to Closure

10 - What to type to the unresponsive customers
11 - Guiding customers to closure in chat
12 - Closing out chats when solutions are limited

Conclusion

13 - Continuing to build your chat support excellence