Handling Live Chat with Effectiveness & Finesse Training Program for the Frontline
Details
This Training Program was designed especially for those who use Live Chat or plan to implement Live Chat into their omni-channel mix within their Customer Contact matrix and want to train their Agents to effectiveness and finesse...
Seminar Objectives:
In the first half of the program we set the stage by covering the ‘why’ service matters for attitudinal change as well as the most important Customer expectations for live-based service today including Respect, Expertise & Solution.
We cover the ground rules for Live Chat:
- What is Service?
- Welcome & introduction within the Live Chat
- Listen & Interpret the live chat message
- Control (or Probing) throughout the Live Chat
- Solution offered during Live Chat
The course also addresses the role of KPIs and how service may be measured – both by the Organization and the Customer in the global industry.
- Etiquette & Manners for Live Chat
- Taking it to the next level
- The role of Attitude
We introduce our proprietary 4-Step Pattern for managing incoming Customer contacts by chat, phone or even face to face.
The program also offers possibilities for roleplay and exercises.
Course Material: A Participant Guide including course material, exercises and articles is included
Venue: OmniTouch Training Centre for Service Excellence, 530A Geylang Road, Singapore 389486
Speaker: Daniel Ord
Joining the OmniTouch International Team is not easy – to become a member of our management group, an individual must bring more than 15 years of Corporate or Governmental experience in Service/Sales management, Contact Centre management or Research management. This stringent recruitment and hiring approach has resulted in a veritable think tank of service experts, complemented by a panel of doctoral level Research Advisors based in both Boston and Singapore.
Our network – your advantage
When it comes to managing multi-country Training & Certification allow us to ensure that wherever your people are based, they can access uniform training competencies and unparalleled levels of delivery.
When it comes to managing regional or global Mystery Shopper Research or Customer Survey Research, our affiliation with the Mystery Shopper Providers Association connects us into a global network of the world’s leading Mystery Shopper providers.
In Singapore and Kuala Lumpur, our centralized Centre of Service Excellence serves as the ‘flight controller’ for our regional and global programs, ensuring quality control, cost effectiveness and a single point of contact for Client service. ...
