Communication Skills > Master Live Chatting Support Skills

Master Live Chatting Support Skills

Course Objectives

Apply the essential principles of customer services to anyone who wants your ‘output’
Explain the importance of chatting with an appropriate tone
Manage your Inner Emotions to have a positive impact on chat
Develop the knowledge for ideal practises relating to live chat
Project a positive and professional image while engaging in live chat
Making the most from right use of words and safeguarding oneself against errors
Sequence your sentences effectively to get maximum results
Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise
Having the right mentality to maximise your conversion
Apply a powerful method that would allow you to understand the buying signal

Target Audience

Customers Service
Sales Executives
Live Chatters
Front Desk

Methodology

Lecture, Individual & Group activity, Feedback sessions, discussions, demonstration.

Course Modules

Day 1

Module 1: Customer Service Principles

Why Customer Services?
Types of Customers
What Customers Want?
Is Customer Always Right?
Customer Service Experience (Exercise)

Module 2: Live Chat vs Telephone

Difference Between Live Chat and Telephone
Difference Between Live Chat and Telephone (Exercise)
Identify Tone for Live Chat
Identify Tone for Live Chat (Exercise)
Putting Customers at Ease
Putting Customers at Ease (Exercise)

Module 3: Attitude is a Little Thing

Smile It’s Infectious
Smile It’s Infectious (Exercise)
Stay Awake
Stay Awake (Exercise)
Being Positive
Being Positive (Exercise)

Module 4: Best Practices for Chat Support

How Many Chats Should You Handle at Once
How Many Chats Should You Handle at Once (Exercise)
Average Chat Numbers
Chat Duration
Time of First Answer
Number Of Chats at A Time
Confirm Your Understanding of The Conversation
Confirm Your Understanding of The Conversation (Exercise)
Using Canned Text
Developing Canned Text Response (Exercise)

Module 5: Chat Ethics

Phrases to Avoid
Phrases to Avoid (Exercise)
Common Mistakes of Life Chatting Providers
Common Mistakes of Life Chatting Providers (Exercise)
Clear Communication and Better Customer Service
Clear Communication and Better Customer Service (Exercise)

DAY 2

Module 6: Practice makes Perfect

Answering Typical Chat Questions
Answering Typical Chat Questions (Exercise)
Using the Right Choice of Words
Using the Right Choice of Words (Exercise)
Proofreading Before Hitting the Send Button
Proofreading Before Hitting the Send Button (Exercise)

Module 7: Sequencing Sentences

Sequencing Sentences
Positive Values (Exercise)

Module 8: Handling Complaints

Principles of Dealing with Unhappy Customers
Unable to Fulfil
Saying NO (Exercise)
Challenges
Challenges (Exercise)

Module 9: SALES FUNDAMENTALS

Sales Fundamentals
Why People Buy
Selling Myths and Realities
Sales Versus Marketing
Your Past Experiences (Exercise)
Positive Mental Attitude

Module 10: Closing the Sale

Feature and Benefits

Features and Benefits (Exercise)

Understanding Buying Signals

Understanding Buying Signals (Exercise)

Closing Techniques (Exercise)

Get To Know The Trainer

Trainer Vigneswaran

4.5

Mr Vigneswaran has been involved in lecturing, research, management, sales and training for more than 14 years in the field of Electrical Engineering, Manufacturing sector, Higher Education, Sales and Marketing. He is a Certified HRDC Trainer. In 2021, he was awarded the Certified Blockchain Expert by the prestigious Blockhain-Council (USA), Inbound Marketing Certified and Social Media Certified in Applying Inbound Social Media...

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