Live Chat Support Training Course Training Course

This course will introduce best practice methods for using live help chat software. The course will look at how to best use the system and how to ensure the customer or potential customer perceives the business as professional whilst using the chat system.

This session looks at what anyone can do to give exceptional customer service via live chat systems.

Here’s what we cover in our Live Chat Support Training Course:

Online Chat v’s Other Support Channels

• How does using chat compare to other support channels
• Why will site visitors choose chat over calling?
• What are the benefits of using the chat system
• What are/will be the common requests and questions asked

Best Practice for Chat Support

• What are the rules surrounding best practice for using chat support
• Handling more than one chat session at a time

What to Say and What Not to Say

• What words and phrases are acceptable to use in chat
• Making sure your message isn’t taken out of context
• Case studies to review

Canned Responses

• What are canned responses and when to use them
• What are the benefits and downsides of canned responses?
• Agreeing on a set of canned responses for your role/department/business

Skills Practice

• Replying to some common questions via a chat system (both paper-based and live chat (with a trainer) if the location has internet connectivity.

Here is how we can deliver this Live Chat Support Training Course course for you.

On-site

We can deliver this Live Chat Support Training Course Training Course in-house to a group of up to 12 people on-site at your organisation.

We can tweak the course content to align it closer to your business needs.  The course will be delivered by one of our professional hand picked trainers who will provide the skills and knowledge and allow plenty of time to practice the skills. They will also ensure that everyone leaves with an action plan that details what they will do next.

Virtual

Rather than have our trainer travel to you to deliver a course, with our virtual training courses, our trainer will join you via our conference system to deliver the course.

It means you can get your team together where ever they are based. You can get the team together in the same room. Or, have individuals join from where they are based.

To learn more about virtual course delivery, see our digital and virtual training course website – Skills Garage here.

To find out more about having a Live Chat Support Training Course training course delivered in-house at your business, fill in the form below and we’ll get back to you.  Be sure to tell us what course you are looking for and in what location.  

Alternatively you can call us on +443333444575.