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Live Chat Customer Service Training October 2020
October 2020 Live Chat Customer Service Training (for frontline staff)
Today, the use of Text Chat/Live Chat conversations is growing amongst the Contact Centre industry as customers continue to use different channels to engage with your business whether it’s through a live chat software on your website, SMS, Facebook, WhatsApp and so on.
Unlike voice conversations which have their own set of skill requirements, there are some unique considerations for handling customers who choose to use Text Chat to contact your organisation. As this form of contact is in writing, most organisations are highly sensitive with regards to the protection of their brand and image, as well as overall courtesy and writing skills.
In this October 2020 Live Chat Customer Service training course, we address the role of Text Chat in the Customer Experience, the 5 most important mistakes to avoid, the use and abuse of pre-scripted functionality and overall 4-Step structure to ensure enquiries are handled with finesse.
If you are currently handling Text Chat or are thinking of introducing this channel – this course is designed for you and your Team!
Looking to introduce the live chat channel or you are already accountable for live chat in your business? Check out our live chat course for managers >
October 2020 Live Chat Customer Service Course Fast Facts:
Three great modules:
Our October 2020 Live Chat Customer Service Training training course for frontline agents is delivered over 3 great modules:
Module 1: Expectations, Alignment and Customer Access
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 chat channel we look at the different ways organisations use the channel – and what really drives Customer Satisfaction with Live Chat.
- Service, Sales or Technical Support? How do Customers use Live Chat?
- Defining Customer expectations for the Live Chat channel
- Key Drivers of Customer Satisfaction with ‘On-line’ Services
- Customer Access Strategy for Live Chat
Module 2. Hygiene Factors for 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 module, we cover what those basics are and how to make sure they stay in tip-top shape.
- Service Level and Response Time
- The use/abuse of pre-scripted “functions”
- Where they came from – where they will go – it’s a journey
- Understanding conversational direction change
Module 3. The Four-Step Process for Managing Live Chat Conversations
Now comes the fun part. How do we have great conversations on Live Chat? Our 4-part structure along with practical tips at each step of the way makes it possible.
- Greet KPIs and behaviours
- Listen KPIs and behaviours
- Control KPIs and behaviours
- How to Present a Problem Solving Solution
- How to Present a Product & Service Solution
- How to Present and Order Taker Solution
- How to transfer the chat to a different channel
About Your Trainer
Your trainer for the October 2020 Live Chat Customer Service Training training course is Daniel Ord from OmniTouch International – the leading contact centre trainer in the world with his courses regularly selling out across the globe.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.
Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!
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), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.
How and when its delivered
The Live Chat Customer Service Training October 2020 training course is delivered as two 4-hour modules in consecutive days delivered via Zoom Teleconferencing. This is a public course meaning it is available for anyone to book and the times and dates are fixed to enable you to plan ahead.
Dates don’t suit? Check to see other upcoming Live Chat Customer Service training courses or, if you would like to have more flexibility on the dates, times and content refer to our private training options.
This course will be held on:
- Thursday, October 22, 2020 13:00 to 17:00 AEST
- Friday, October 23, 2020 13:00 to 17:00 AEST
The Live Chat Customer Service Training October 2020 training course is just $397 per person ex GST for the entire 8 hours of facilitated learning (2 x 4-hour sessions) delivered by world-famous CX training expert Daniel Ord.
Sending more than 3 agents? Get a 15% discount! (Discount applied on the final checkout stage)
Tickets to the October 2020 Live Chat Customer Service training course can be purchased instantly using a credit card below. If you would rather be sent an invoice or have further questions please contact us.