Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand.

How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Customer service training is the most important part in achieving these goals.

Professional line of communication is not that obvious to expect your service agents to get at it intuitively. It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity.

In this video tutorial by Provide Support Live chat, you will find some guidelines on how a service agent can best handle the major key points in a live chat conversation.

Timecodes:
0:00 - Intro
2:59 - How to ask for more information or verify your understanding of the question/problem
3:35 - How to say "I don’t know"
5:04 - How to put on hold
6:13 - How to admit fault
6:49 - How to say "No"
8:10 - How to follow up
8:59 - How to handle complaints and angry customers
9:48 - How to deliver on a promise
10:25 - How to handle several clients simultaneously
11:30 - How to treat those who contacted the wrong chat
12:39 - How to wrap up the call


You can also read this in our Blog article:
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