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Chat Support Excellence: Winning Customer Service in the Digital Age

Texting and speaking require differing skill sets. This workshop is tailored to equip online chat agents with the skills needed to deliver exceptional customer service in the digital space, via texting.

You will learn how to communicate with customers clearly and kindly, solve their problems quickly, and make sure they're happy with the service they get. You'll learn how to handle chats well, answer questions fast, and keep customers delighted because of the great service you give. You will also learn how to be at your best aptitude when handling difficult customers.

Emphasizing practical skills, this workshop is a must for any professional seeking to elevate the customer experience and thrive in the evolving landscape of online chat-texting customer service.

Objective

By the end of this workshop, participants will master the essentials of digital customer engagement for chat support. They will learn to communicate with clarity and warmth, address customer needs efficiently, and resolve issues with speed and accuracy.

The training will also focus on enhancing written communication skills, ensuring messages are both personable and professional. Participants will practice real-time problem-solving, develop strategies to elevate customer satisfaction, and learn to maintain a positive online presence.

This workshop aims to build confident chat agents who can deliver top-notch service, fostering loyalty and positive experiences in every customer interaction.

Outline

1. Introduction to Online Customer Service
• The evolving landscape of digital customer service.
• The role and importance of chat agents in customer satisfaction.

2. Mastering Chat Communication
• Crafting clear, concise, and friendly messages.
• Understanding the nuances of written tone and etiquette in chat.
• Balancing multiple conversations effectively.

3. Customer Psychology and Emotional Intelligence
• Recognizing customer emotions through text.
• Employing empathy and patience in chat interactions.
• De-escalating tense situations remotely.

4. Efficient Problem-Solving in Chat Support
• Strategies for quick issue identification and resolution.
• Using canned responses and templates without losing personalization.
• Guiding customers through troubleshooting steps clearly.

5. Enhancing Customer Experience
• Going above and beyond: exceeding customer expectations in chat.
• Gathering and utilizing customer feedback to improve service.

6. Practical Application and Role-Play
• Live chat simulation exercises.
• Group role-play scenarios and immediate feedback.

7. Wrap-Up: Best Practices and Tools
• Summary of key takeaways.
• Overview of helpful tools and software for online chat agents.
• Action plan for implementing new skills.

Who should attend

1. Customer service representatives
2. Support agents
3. Any professional responsible for managing customer interactions via online chat platforms.

Methodology

• Interactive Lectures: Brief and focused sessions on theoretical aspects.
• Hands-On Practice: Live chat simulations with real-time feedback.
• Group Activities: Role-playing scenarios to practice and reinforce learning.
• Case Studies: Analysis of real-life chat transcripts and discussion of best practices.
• Peer Review: Constructive feedback sessions to critique and learn from each other’s chat interactions.

Particular of Diana Rahman

Diana Rahman is an ICF ACC trained coach and a successful Image Consultant having spent 10 years with Jill Lowe International. She has since been a corporate trainer for 23 years.

After 6 years as a former professional in the banking industry, Diana made a vital switch and pursued her passion in helping others in Soft skills Development. Diana has extensive experience conducting numerous corporate programs, where she has provided training to executive officers and uniformed staff on various essential topics. These topics include but are not limited to Professional Image Presentation, storytelling, Email Writing, Business & Social Etiquette, Verbal & Non-Verbal Communication, Resilience-Building, Confidence Building, Motivation, Stress Management, Goal-setting, Customer/Client Management Skills, and more.

One of her key achievements is a 10-day Bootcamp, where she conducted Team building, Customer Service Excellence and Motivation project for all 200+ staffs of La Digue Lodge in Seychelles. In 2012, she was awarded the Promising Star Trainer award by Celebrate Life Holdings Pte Ltd.

Her engaging style of presentations and 'live' demonstrations reach out and connect to audiences of various backgrounds, from financial, hospitality and creative industries to healthcare professionals and students.

Diana is also a Memory Trainer, since 2012, and was trained by Alan Yip - founder of Mind Edge and Chief Trainer of the Singapore Memory Team. Under his wing, she teaches participants various proficiencies in study skills, memory techniques, Goal setting, Note-Taking, Study Personality, amongst others.

She also runs Personal Development workshops on Motivation, Confidence Building and Self-esteem Management for Girls Home and Women's Prison.

Diana has also been invited to conduct workshops in Seychelles, Malaysia, Cambodia and Vietnam.

In 2021, her co-authored the book Venus Rising: The Phoenix Awakens, where she talks about her resilience through trials and tribulations; and the rise of women in entrepreneurship. In 2022, the book became an Amazon #1 bestseller.