Live Chat – beyond the basics
You’ve nailed the basics – now it’s time to get the best out of your live Chat and create a great customer experience! You’ll be building on your skills so you can Chat with confidence and personality when responding to your customer’s enquiries.
Objectives
- Engage in a conversational style during live Chat with your organisation’s ‘tone of voice’
- Identify and channel key skills and techniques to Chat like a pro
- Assess sample chats to raise the Chat experience to another level
- Build confidence by demonstrating the Chat skills and techniques from the session
- Take the learning back to the workplace
Who should attend?
This one-day programme is designed for live Chat agents / advisors who have completed technical skills training, have comprehensive product knowledge and experienced live Chat in either your or another workplace.
Format
A very practical and interactive one-day session for a maximum group size of 12. There are lots of different activities throughout the day – group exercises, ‘table-top’ activities, critiquing of real-life chats, quizzes, practice activities and scenarios – as well as a number of formal inputs from the trainer.
The style is very facilitative and learner-centred, taking into account the needs and preferences of the group on the day whilst at the same time delivering the programme as agreed with the client in order to meet the specified learning objectives.
Classroom delivery recommended but virtual also possible.
And, if you prefer, a tailored or bespoke programme can provide an enhanced learner experience. This can be achieved with the sharing of sample live chats and insights into the organisation’s tone of voice, customer engagement and feedback (eg, ‘rant and rave’), and any limitations that are placed on agents / advisors (eg, escalation to calls) in advance of the training delivery.
Expert trainer
- ‘Sandra is an inspiring facilitator who builds rapport instantly with delegates and has an intuitive ability to understand the challenges that individuals experience within their workplace.’
- ‘Sandra did a brilliant job; she was well prepared and had lots of knowledge and energy. It was a relaxed and fun environment in which to learn.’
- ‘A thought provoking, informative and relevant programme, well delivered by an engaging trainer.’
1 Chat has landed
- Exploring the rise of chat and the demand for responsive digital communication
- Impact of chat on the customer experience
- Protecting the brand
2 Chat skills kitbag
- It’s all in the communication
- Chat-bot v Human
- Finding the right tone of voice
3 Chat techniques
- Setting yourself up for success
- Getting it right first time
- Challenges of chat and how to handle them
4 Taking chat to the next level
- Chat customisation in practice
- Raising my game
- Peer support and feedback
5 Action planning
- Taking learning back to the workplace
To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!