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  Click-to-Chat Best Practices
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Dos and Don'ts for Customer Service

Recorded on: 12/13/13
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Click-to-chat is one of the most popular features in customer service today. Its fast, easy, and opens the door to communicating with customers that wouldn’t otherwise call. But it also brings a new set of rules and best practices. After all, what you’d say in email or on the phone doesn’t easily transfer in a click-to-chat environment. Learning click-to-chat best practices by trial and error can you valuable time and customer relationships. Purchase this training and you’ll learn the essentials of effective click-to-chat customer service.

Agenda:   

  • The pros and cons of using the chat function for customer service
  • Using abbreviations: when you should and shouldn’t
  • How to tell when it’s time to get the customer on the phone
  • When customer aren’t responding:  How long to wait before ending a chat and what to say
  • Creating a customer friendly “voice” when chatting: Getting personal in a technology world
  • How to recover a chat gone wrong
  • Creating templates to reduce chat time
  • Web security:  When you’re at risk
  • How to respond to an angry or unhappy customers through chat
  • How to note an error in the chat feature after the chat has been sent to a customer


PC System Requirements:
800MHz Intel Pentium III processor or equiv. • Microsoft® Windows® 2000/XP or later • Min. 256 MB of RAM • 48x CD-ROM / DVD-ROM • Sound card w/ speakers or headphones • Screen Resolution 1024 x 768, 32-bit Color • Macromedia® Flash® 8 Player • Microsoft® Internet Explorer® 6.0 or later • Adobe® Acrobat® Reader® 6 or later • A high-speed Internet connection recommended
 


CD-ROM
Item #: 1860485
Price: $179.00



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National Seminars Training
1.800.258.7246