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Live Chat Customer Support

USD 1030
IN HOUSE ENQUIRY

Description

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.

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.

S. Angeline
Bachelor of Software Engineering  (Hons),(UK)
CEO and Founder Of A TECH
Certified Ethical Hacker  (CEH)
Computer Hacking Forensic Investigator (CHFI)
Our Digital Marketing consultant is an experienced specialist in professional development and digital marketing. She has been spearheading a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions.  She was involved with 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  everyday  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 and 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. 
She has served participants from: 
SIRIM , Malaysia 
MATA , Malaysia
Palace of the Golden Horses, Malaysia
Royal Chulan, Malaysia 
Bank Islam, Malaysia 
B Braun Malaysia 
Total Worx Asia 
Lafarge Cement 
PETRONAS Malaysia 
Dragon Oil Dubai 
Halliburton 
Zimbabwe Power Corporation 
Canon 
National Bank Of Malawi 
PNG Ports Corporation Limited 
Qatar Petroleum Company 
Qatar Petrochemical Company (QAPCO) 
The Tanzania Institute Of Bankers 
Alinta Energy Sydney, Australia 
Celestica Malaysia Sdn Bhd 
Mozambique Airlines (LAM)
Base Titanium, Zambia 
Arabian Pipes Co, Saudi Arabia
Al Abdullatif Manufacturing and Investment Co, Saudi Arabia 
Saudi Aramco, Saudi Arabia 
PNG Ports Corporation Limited 
Vanuatu National Provident Fund 
La'ala Al Kuwait Real Estate Establishment, Kuwait 
Hikma Pharmaceuticals, Jordon
Jordan Bromine Company Limited 
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

“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.

Normal Fee Early Bird Group Fee
Sign up 1 pax Sign up 1 pax Sign up 3 pax or more
Pay 1 day(s) before course starts Pay 14 day(s) before course starts Pay 14 day(s) before course starts
MYR 3490 per pax MYR 2890 per pax MYR 2790 per pax
USD 1030 per pax USD 850 per pax USD 820 per pax

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

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