Customer Service: Serving Customers Through Chat and Text

  • 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.

    Instructor

    • 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

    - Live chat and text are the fastest-growing and most popular channels for customer service. And while you may be a pro at writing emails, you need a whole new set of writing skills to handle live, rapid-fire chat and text conversations. You'll need to be able to handle multiple chats or texts at one time, deal with complicated problems, and of course, handle frustrated customers, all while maintaining a conversational tone. You may even be required to sell or recommend products. We're going to walk through each of these situations and more, using real-world chats and texts. We'll look at incorporating templates and using emojis. We'll see how to be efficient and authentic, all while maintaining your company's brand. I'm Leslie O'Flahavan. Join me on LinkedIn Learning for this hands-on chat and text writing course, and learn how to provide top-notch customer service in the channels people love to use.

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