Customer Service Serving Customers Through Chat and Text

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MP4 | Video: AVC, 1280x720 30 fps | Audio: AAC, 48 KHz, 2 Ch | Duration: 38m 30s
Skill Level: Intermediate | Genre: eLearning | Language: English + Subtitles | Size: 250 MB

Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You'll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O'Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin-all while maintaining your company's brand. Learn all the writing skills you'll need to provide top-notch live chat and text customer service.

Topics include:

Asking questions that solve problems
Switching channels with ease
Handling delays
Managing your response length
Blending templates and free text
Writing in your company's brand voice
Pushing content that boosts sales
Screenshots

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