Customer Service: Becoming a Chat Agent Star
Everyone
- 8 videos | 29m 47s
- Includes Assessment
- Earns a Badge
- CPE
Companies and customers alike say chat service is the most important and fastest growing customer service channel. It provides the highest customer satisfaction. This makes it critical to build capacity and proficiency to deliver the highest levels of customer service through the chat channel. A great chat CSR is able to solve problems for customers using the communication skills every customer service agent learns and adapting them to the chat channel. In this course, you'll explore the world of the customer service chat. You'll explore the key characteristics of chat service and the skills needed to master it. You'll also learn the best practices for chat communication and the pitfalls to avoid on the way to becoming a chat star. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
WHAT YOU WILL LEARN
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discover the key concepts covered in this course
recognize key characteristics of chat customer service
recognize key customer service skills in chat communication
identify the advantages of chat service over other communication channels -
recognize best practices for communicating with a chat customer
identify strategies to avoid common pitfalls during customer chat
recognize best practices used during a chat customer service interaction
reflect on what you've learned
IN THIS COURSE
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49sIn this video, you will be introduced to the key concepts that will be covered in this course. You'll discover techniques and strategies for providing effective customer service via chat, along with best practices and pitfalls to avoid. FREE ACCESS
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4m 30sChat agents perform the same types of customer service assistance as in-person or phone-based CSRs. They ask questions to determine what the problem or issue is, and then work to find the right solution. In this video, you'll explore the key characteristics of chat customer service. FREE ACCESS
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3. Communicating Successfully in Chat5m 30sCommunicating well requires patience, active listening, and keeping the customer informed. Successful CSRs treat chat like the conversation it is. In this video, you'll learn how to incorporate key customer service skills in chat communication. FREE ACCESS
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4. Reaping the Rewards of Customer Service via Chat3m 26sChat has taken the business world by storm, supplanting phone calls, e-mail, and social media as the preferred communication channel for customer interactions. And its numbers are growing. But why? In this video, you'll identify the advantages of chat service over other communication channels. FREE ACCESS
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5. Delivering Excellent Customer Service via Chat5m 9sChats are popular and effective ways for delivering top-flight customer service. By following a few best practices, CSRs can achieve customer service excellence. In this video, you'll explore those best practices for communicating effectively with a chat customer. FREE ACCESS
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6. Avoiding Pitfalls during Customer Service Chat5m 26sOne of the most important aspects of being a great chat service professional is to be consciously aware of the potential stumbling blocks. Knowing how to spot and then avoid or overcome potential pitfalls is the hallmark of a true CSR chat master. In this video, you'll learn about strategies to avoid common pitfalls during customer chats. FREE ACCESS
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7. Bringing it All Together for Chat Customer Service3m 37sWith the proper skills and practice, a seasoned CSR can provide excellent service to chat customers. It simply requires applying best practices in order to achieve the highest standards. In this video, you'll review these best practices as they're used in a chat service interaction. FREE ACCESS
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8. Let's Review1m 19sThis video summarizes the key concepts covered in the course Customer Service Success: Becoming a Chat Agent Star. FREE ACCESS
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
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