Not all good call center agents can be great live chat experts. Talking through a live chat requires a special kind of training and it’s more than just typing responses.
For instance, a call center agent providing support via phone is expected to sound patient and relaxed.
A live chat agent, on the other hand, should be a multi-tasker who can handle multiple chats and tasks at the same time.To help you develop those skills, let’s examine the best live chat customer service tips.
Make the most out of the initial seconds
As a lot of people say, “ the first impression is the last impression”. You should bear this statement in mind, especially if you are into a customer service job.
Some might argue that working as a live chat customer service representative is easy since clients won’t be able to see or hear you. The truth is it’s the other way around.
Creating an impression when you are just typing words can easily lead to miscommunication and misunderstanding. Because of this, you need to be extra careful when chatting with a customer.
Here are a few tips you can use:
• Be cheerful and friendly. Your words and sentences should reflect positivity and politeness. These things can help a customer stressing over an unresolved issue.
• Never be sarcastic even if the customer is. Stay helpful and never joke irreverently with anyone.
• Avoid being blunt and use complete sentences, grammar, phrases, and punctuations. Always reply with a complete answer, even if you believe it’s not necessary.
All you want is good feedback from the customer, and that can only be obtained by using the right tone and the right words.
Speak the customer’s language
Having a refreshing and cheerful attitude is important, but so is speaking in a way your customer feels most comfortable in. For example, if a customer is direct and formal in his/her tone, you should reply accordingly.
On the other hand, if the customer seems to be a conversational-type, then you can start the discussion by asking him how he’s doing. This will help both of you to feel at ease.
In addition to that, you should also know how to approach a customer that’s not too familiar with the English language. In such cases, it’s best…
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