August 2023 Live Chat course for Customer Service staff

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 communication channels that are most convenient to 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 with regard to the protection of their brand and image, as well as overall courtesy and writing skills.

This August 2023 Live Chat Customer Service training course is designed to assist frontline employees who handle live chat interactions whether it’s a contact centre agent, customer service employee etc.

We address the role of Live Chat in the Customer Experience, the 5 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 2023 Live Chat course for customer service is facilitated by global expert Daniel Ord and is delivered over two x four-hour online sessions.

Three included modules:

Module 1: Expectations, Alignment and Customer Access

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.

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.

Module 3. The Four-Step Process for Managing Live Chat Conversations 

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.

Learn more about the course and secure your ticket on the link below.