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Customer Service: Serving Customers Through Chat and Text

Handle delays with grace

From the course: Customer Service: Serving Customers Through Chat and Text

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  • Course details

    Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You’ll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O’Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin—all while maintaining your company’s brand. Learn all the writing skills you’ll need to provide top-notch live chat and text customer service.


    • Click here to view Leslie O'Flahavan’s instructor page

      Leslie O'Flahavan

      Leslie O'Flahavan is an online writing expert.

      Leslie specializes in helping organizations improve the quality of customer service responses. She helps employees improve the quality of the email, chat, and social media messages they send to customers. Leslie develops and teaches hands-on, practical, high-energy writing courses that help people do their jobs: write useful, readable web content; publish e-newsletters; repurpose content for multichannel publishing; and write plain language documents readers can use.

    Skills covered in this course

  • The difference between chat and text

    - Sometimes you're chatting with a customer in real time, exchanging questions and answers without interruption, and getting things done. Those conversations go full throttle until everything's resolved. Other times, you'll need to ask the customer to wait while you look up account information, trouble-shoot, or even chat or text with another customer. Sometimes customers will ask you to wait while they find the information you're asking for. And sometimes they just disappear. So, you need to know how to handle these delays with grace, both yours and theirs. Let's take your delays first. If you have to stop chatting in real time, you need to do three things. Let the customer know you're doing something else. Tell the customer approximately how long they'll have to wait, and let them know the outcome of the wait. Here's part of a chat between customer Lisa and customer service agent Vanessa. Notice how Vanessa does a…

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