Live Chat Customer Service training courses

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 protection of their brand and image, as well as overall courtesy and writing skills.

In this 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 >

Live Chat training course for customer service staff

Live Chat Customer Service Course Fast Facts:

  • 8 Hours of live facilitated learning (2 x 4-hour sessions)
  • Module 1 & 2 delivered in Session One, Module 3 delivered in Session Two 
  • Designed for frontline agents handling live chat, text chat or SMS chat conversations
  • The course is facilitated by global Contact Centre & CX Expert Daniel Ord

Three great modules:

Our Live Chat Customer Service 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 section 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 & System Functionalities

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.

  1. Greet KPIs and behaviours
  2. Listen KPIs and behaviours
  3. Control KPIs and behaviours
  4. Solution
    • 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 our Live Chat Customer Service Training Courses 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.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on linkedin.

Live Chat customer service trainer Daniel Ord

Public or Private?

All of our Live Chat training courses for agents can be delivered publicly (with other businesses) or privately (just for your business). We’ve explained some of the differences below.

Public Courses

Our publicly available live chat courses enable you to enrol as few as one employee making them a cost-effective way of upskilling your frontline agents.

The public courses can also be a great way to interact and learn from others in either the same or different industries.

Each course has fixed times and dates making it easy to plan around shifts, holidays, induction periods etc.

You’ll find a list of upcoming public courses for Live Chat training for Agents at the bottom of this page.

Private Courses

Whilst the Live Chat Customer Service training courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.

Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.

Learn more about our private training options >

Upcoming Public Live Chat Customer Service Training Courses

With COVID-19 restrictions all our classroom/in-person courses are suspended for now. Please find a list of upcoming online Live Chat Customer Service training courses available to book: