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Customer Service: Serving Customers Through Chat and Text

Know when to switch channels

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

    - If you're already chatting or texting with customers, you know that these are great channels for delivering customer service. If you'll be working in these channels in the future, lucky you. You'll love this quick, direct and relaxed style of helping customers with their complaints or questions. But there are three situations where it will be better to ask the customer to get on the phone with you than to keep trying to help them via chat or text. The first is when the customer is not able to follow the directions you're giving. Let's say a customer chats in for help completing an online scholarship application. You're offering the customer instructions in a one step at a time, easy to follow manner, but the customer keeps chatting back, "I don't see the green button," or "I don't know which part "of the form you're talking about now." That's a good time to ask the customer can I call you or can you call me? Another…

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