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.
Learning 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
Expert trainer
Sandra has nearly 30 years’ experience as a customer service trainer, having spent seven years in the hospitality industry prior to setting up her own learning and development consultancy in 2002.
Session outline
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
1. Chat has landed
- Note: This session uses examples from a variety of well-known brands to provide a discussion around the impact of the interaction on the customer experience. It explores the group’s own customer experience when they have used chat and determining the organisation’s boundaries.
- 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
- Note: This session explores the importance of strong communication skills, including written and tonal, and the impact of not having the visual clues. Activities are used to demonstrate levels of response ranging from transactional through to building brand loyalty and engagement. This links back to the company’s tone of voice and associated communication expectations.
- It’s all in the communication
- Chat-bot v Human
- Finding the right tone of voice
3. Chat techniques
- Note: This session uses practical activities to explore techniques the agent/advisor can deploy including organisation, planning, mindset, distractions, dealing with multiple chats, prioritising and utilising the tech (eg, knowledge banks, template inserts, spelling/grammar aids, escalating to calls).
- 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
- Note: This session uses practical activities to emphasise the impact of tailored, personalised, conversational chat and the brand loyalty that can be built. Using their own chats from the pre-work they can demonstrate how the conversation could be replayed using the learning from the session and peer support.
- Chat customisation in practice
- Raising my game
- Peer support and feedback
5. Action planning
- Note: This session allows for personal action planning which can be shared with participants’ line managers back in the workplace.
- Taking learning back to the workplace
