Today, the use of Live Chat conversations is growing amongst the Contact Centre, Digital Service and Customer Service industry as customers continue to use different channels to engage with your business using the most convenient communication channels for them.
Unlike voice/phone conversations, which have their own set of skill requirements, there are some unique considerations for handling customers who choose to use Live Chat to contact your organisation.
As this form of contact is in writing, most organisations are highly sensitive about protecting their brand and image and desire to improve their employees’ overall courtesy and writing skills.
This August 2024 Live Chat Customer Service training course is designed to assist frontline employees who handle live chat interactions with customers, whether they are contact centre agents, customer service employees, etc.
We address the role of Live Chat in the Customer Experience, the five most important mistakes to avoid, the use and abuse of pre-scripted functionality and the overall 4-Step structure that delivers best-practice live chat customer interactions.
The August 2024 Live Chat course for customer service is facilitated by global expert Daniel Ord and is delivered over two x four-hour online sessions.
The August 2024 Live Chat Customer Service training course for frontline employees is split into three great modules across two half-day workshops (~4-hours each workshop).
Whilst we spend the bulk of this course teaching employees how to have great live chat conversations, it always helps to have a big picture of what you want to achieve.
A purpose, a mission – a vision. Call it what you will.
To help Frontline Team Members succeed in the live chat channel, we look at the different ways organisations use the channel – and what really drives Customer Satisfaction with Live Chat.
Hygiene factors are the basics. Getting the basics right is expected. But getting the basics wrong is all too easy sometimes.
In this section, we cover what those basics are and how to make sure they stay in tip-top shape.
Now comes the fun part! This is where we spend most of our time on this course – learning how to have great conversations on Live Chat.
Our 4-part structure, along with practical tips at each step of the way, makes it possible.
Employees will learn the following:
The August 2024 Live Chart course for customer service employees is suitable for any employee who handles live chat interactions with customers.
This can typically include:
Daniel Ord from OmniTouch International, recognised as one of the world’s leading customer experience and contact centre trainers, will teach the August 2024 Live Chat Customer Service training course.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
As a relatively new channel and due to the slower uptake in Australia compared to other countries, we’ve only run this class once in Australia, so we are looking forward to bringing it back in 2024 with new and updated content!
The August 2024 Live Chat Customer Service training course is delivered as two half-day (4-hour) sessions on consecutive days delivered virtually/online via Zoom Teleconferencing.
This is a public course, meaning it is available for anyone to book. The times, dates, and duration are fixed to enable you to plan ahead.
Dates don’t suit?
Check to see other upcoming Live Chat Customer Service training courses.
If you would like more flexibility on the dates, times, content, and duration or want a dedicated/private training course just for your team/group, please contact us.
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
The August 2024 Live Chat Customer Service training course, is $498 per person ex GST for 8 hours of live facilitated learning (2 x 4-hour online/virtual sessions) delivered by world-famous CX & Contact Centre training expert Daniel Ord.
Payment options: Tickets can be purchased using a credit card or invoice – select your preferred option on Checkout.
Available Discounts:
*Please note we need a minimum of four attendees to ensure we can deliver a quality training experience. A full refund will be provided if the minimum number is not met!
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.