Welcome to the “Communication Toolkit: Live Chat Essentials” video lesson intended to help viewers communicate as effectively as possible with customers over live chat. This video lesson is part of the “Communication Toolkit,” which instructs employees and employers on how to improve their communication skills. In this lesson, learners will become familiar with several live chat communication strategies, from framing messages positively to listening and responding with empathy. In the end, the viewer should understand how to communicate online in a way that creates an excellent service experience for the customer.
Overview
COURSE DIFFICULTY
COURSE DURATION
9m
Skills Learned
After completing this online training course, students will be able to:
Understand the Fundamentals of Live Chat Communication
Apply Best Practices for Engaging with Customers
Utilize Tools and Features of Live Chat Software
Handle Difficult Conversations Effectively
Measure and Analyze Live Chat Performance
Customer Service Representatives, Support Agents, Communication Professionals, Team Leaders
Basic Understanding of Customer Service Principles
01. Introduction to Live Chat Communication
02. Best Practices for Customer Engagement
03. Tools and Features of Live Chat Software
04. Handling Difficult Conversations
05. Measuring Live Chat Success
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Understand the Fundamentals of Live Chat Communication
Apply Best Practices for Engaging with Customers
Utilize Tools and Features of Live Chat Software
Handle Difficult Conversations Effectively
Measure and Analyze Live Chat Performance
WHO SHOULD ATTEND
Customer Service Representatives, Support Agents, Communication Professionals, Team Leaders
PREREQUISITES
Basic Understanding of Customer Service Principles
COURSE OUTLINE
01. Introduction to Live Chat Communication
02. Best Practices for Customer Engagement
03. Tools and Features of Live Chat Software
04. Handling Difficult Conversations
05. Measuring Live Chat Success
