Live Chat Customer Support

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

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

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

Webinar & Breakout room group activities.

“I now feel confident in my ability to overcome obstacles in managing difficult customers in my profession. The trainer was really fun and resourceful.” – Executive Secretary, Chemical Company of Malaysia Berhad.
 
“This course taught me how to be better at my job as a customer service assistant. It improved my skills and knowledge in the related fields. The trainer did a good job. Very nice!” – Front Desk, Global Facilities Management Sdn. Bhd.
 
“Before I attended this training I really felt like I needed to increase my skills. I felt great after I completed this course. It taught me how to improve my skills in customer service and how to approach particularly difficult people. The trainer was great. I really wish to be as firm and good as her.” – Customer Liason Officer, Energy Management Services Sdn. Bhd.

Upon successful completion of this program, you will receive a Certificate of Achievement.

1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.

2. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.

We'd happy to help.
Feel free to talk to us today, however most suitable for you.
Mobile call/ whatsapp: +6012 6869 628 | +6018 2175 123
Office: +603 8074 9056
Email: info@itrainingexpert.com
Website: www.itrainingexpert.com