Live Chat & Web Chat Customer Service

Programme Overview

Review of existing webchat & email

response performance

• Reviewing Customer objections, Customer agreements

• Rep skill level, Rep chat

behaviour

• FCR, AHT, Abandoned rates review

if possible

• Post-training chat transcript assessment & Reporting

Live Chat training testimonial – Coway Malaysia

The live chat customer support team at Coway Malaysia feels that this program will help them improve their level of communication. Also, the short cuts / canned messages developed in the classroom will help them communicate with their customers at a more human level. The previous shortcuts lacked feeling or the human touch.

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.

Objectives

• Structure of customer interaction
• Know how to set the right tone and ensuring messages are not misunderstood or taken in the wrong context
• Communication & empathy
• Apply empathy, probing and critical reading during live chat.
• Improve questioning skills
• Best practices
• Adhere to best practices for managing live chats
• Live chat etiquette
• 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
• Enhance Call Centre Service
• Polish your personal touch to build closer relationships with customers

Programme Outline

Content Day 1

Elements of Live Chat Competency

• Attitude
• Skills
• Knowledge
• Empathy
• Understanding & responding to customer issues by following the “AAE” sequence in order to set a positive and empathic tone for customer interactions.
• Webchat Customer care requires us to fully understand the customer’s situation and pain points as though they were our own. With such an emotion, the service representative strives to relieve the customer’s pain according to the way they need it relieved.
• New Canned messages
• shall include impactful empathic statements that help produce pleasant customer interactions, develop trust and confidence.
• Reading & Responding (Alternative to Active Listening in voice channel)
• There is a strong link between effective listening or Critical reading and professional chat service. This is a fast moving and thought-provoking module on the central webchat communication skill of critical reading. This activity is designed to help participants understand from within, the importance of listening or reading to understand effectively.
• New Canned messages
• shall include acknowledgment dialogue.
• Probing Skills (Controlling the chat and average handling time)
• The art of asking 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.

Content Day 2

• Handling complaints / De-fusing angry customers
• Managing our own emotions
• Managing the customer’s emotions
• A step-by-step approach
• Role play according to real customer scenarios experienced by the participants
• Live chat benchmarks and key metrics
• Key metrics & KPI’s for the live chat environment
• Live chat etiquette – a positive customer experience
• Artificial intelligence & Chat Bots: 7 Reasons why your business needs bots
• Chat skeleton<
• Greet, read to understand, probe & clarify, empathize, solve, provide future self-help instructions (if applicable) and end the interaction efficiently
• The trainer launches pre-developed chat templates addressing most chat elements
• Customizing the templates to suit the client’s business
• Chat dialogue / Canned shortcuts / canned messages development that doesn’t make your agents sound like robots
• Greeting
• Probing text that clarifies and uncovers underlying issues
• Empathy text that develops trust & confidence
• Reading and responding text that acknowledges the customer’s concerns
• Text for de-fusing angry customers
• In addition,
• canned text messages
• shall be developed for elements such as putting the customer on hold, transferring, apologizing & more….
• Practice session to identify correct soft skills & canned responses according to various situations