Training Library

Online Chat Skills

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Overview

Some of us prefer to speak online, and although this can be effective and efficient, it can also be frustrating for both parties if the Online Chat agent is untrained. Find out when to use canned responses, how to properly respond to multipart questions and more with Online Chat Skills – your customers will love you for it!

Topics include:
  • Powerful language and canned responses
  • Handling customer hesitation and confusion
  • Using online chat functions
  • Converting sales
9
Video Lessons
35 min
Approx. Training Time
Ebook

Skills covered in this module

  • Customer service
  • Online support chat
  • Customer care
  • Customer contact
Video Lessons
  • Introduction

    Introduction

    Some of us prefer to speak online, and although this can be effective and efficient, it can also be frustrating for both parties if the Online Chat agent is untrained. Find out when to use canned responses, how to properly respond to multipart questions and more with Online Chat Skills – your customers will love you for it!
  • Using Canned Responses

    Using Canned Responses

    First impressions are important regardless of the situation. Online chat is no different, so make sure you know how to respond when a customer engages you online.
  • Are You Real?

    Are You Real?

    I think therefore I am... If a customer asks you if you’re real, you don’t need to go all philosophical on them! Just use this simple tactic.
  • Respect Their Choice Of Communication

    Respect Their Choice Of Communication

    It’s not a game of poker - you don’t need to raise the stakes. If a customer prefers online chat, then communicate via online chat.
  • Answer One Question At A Time

    Answer One Question At A Time

    Fancy yourself as an expert juggler? Save it for the circus. When using online chat no one’s impressed when you try to answer more than one question at once.
  • Display Some Personality

    Display Some Personality

    Machines may be matching us in technical ability, but they’re no match for our unique personalities. Don’t be afraid to put your personality on display in your online chat.
  • Use The Chat Transfer

    Use The Chat Transfer

    There’s no “me” in online chat. If a customer has already spoken to a colleague before on online chat, make sure you utilise the chat transfer option.
  • Convert Customers With Online Chat

    Convert Customers With Online Chat

    Online chat provides you with an opportunity to speak to a customer when they’re at the point of sale and in the comfort of their own environment. The only thing left to do is for you to convert the sale – if you know how to do it!
  • Congratulations

    Congratulations

    Congratulations, you’re now an online chat guru! Test your knowledge by taking the quiz below.

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