Customer Service: Becoming a Chat Agent Star

Everyone
  • 8 videos | 29m 47s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
Rating 4.5 of 796 users Rating 4.5 of 796 users (796)
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

  • 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

  • 49s
    In 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
  • 4m 30s
    Chat 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 Chat
    5m 30s
    Communicating 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 Chat
    3m 26s
    Chat 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 Chat
    5m 9s
    Chats 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 Chat
    5m 26s
    One 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 Service
    3m 37s
    With 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 Review
    1m 19s
    This 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

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

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