Know the offer: be certain of what you are saying about the
product or service. This will help conversation flow more
smoothly
Know the resources : have knowledge of, where to send people
asking for detailed product specifics or particular section of the
website, services, product information, order or delivery status
Focus on solving the issue: Although sometimes a general chitchat might be appreciated, especially with a returning customer,
try not to go off-topic too much. Lets get back to business
usually helps with bringing the visitor back to the right subject.
Leave your attitude at the door: Refrain from comments and own
opinions, keep the sarcasm for yourself. Instead, try to calm down
the angry person on the other side.
Listen patiently: Allow customers to explain the issue in detail.
Understanding where lies the actual problem is the quickest path
to the solution. 5
Be cheerful and polite: Well, its not only about solving the issue,
but also about the way its done. Try to put a smile on customers
face.
Dont lie: If you promise something (like free delivery), keep that
promise and spare the future disappointment (I need to pay for
that?!). The worst truth is better than the sweetest lie.
Be clear: Reply yes/no and elaborate on that, do not simply use
one or the other.
Dont be afraid of transferring the chats: Make sure to inform the
customer that all chat details are being transferred to another
rep. Customers hate repeating themselves
Use language of benefit, pitch only when asked to, highlight
benefits of changing the status quo, be informative and
proactive.
Use simple answers and be honest when theres a need assist in
answering questions if the customer is not tech savvy
Quick Responses: Keep the conversation moving. Try
to avoid long pauses between responses. It is
important that your customer feels connected to you.
Type the way you speak: Keep your tone more
conversational. If youre constantly trying to write a
perfect business response it will take forever, and your
customer will lose interest and move on.
Dont SHOUT: TYPING YOUR MESSAGES IN
UPPERCASE is extremely rude - its considered shouting
and very aggressive.
Give people time to respond: "Machine gun"
messaging is a really good way to get people to totally
ignore you in future. Multiple questions sent to a
recipient before theyve had a chance to answer can
seem more like an interrogation rather than a
conversation.
Know the Customer: Review all of the basic information of each
customer before you start your chat. It will give you insight on
who you are dealing with, and what past problems the individual
may have had.
Friendliness is Key: Make sure your responses are courteous. Tone
and tenor in written responses are often difficult to read. A
please and a thank you will ensure positive tones.
Avoid Internet Speak: Typing in all capital letters is the equivalent
to screaming at the top of your lungs. Try using proper
capitalization and punctuation. Sentences still count, so do not
use web speak abbreviations (OIC = Oh, I see.) or emoticons strange smiley faces :-p or :-D 9
Be Direct: Answer the questions youve been asked ... dont
become a lengthy user-manual.
No single word responses: While brevity is good, one-word
answers will drive your customers somewhere else.*
Avoid jargons: Customers may not know any specific
terminology, so you have to make sure you are
understood.
Introduce yourself: Commence a conversation much
the same way as you would in a business telephone
call e.g. Welcome to the customer support forum,
Gosmarteee", not "Hi there!
Describe your actions: Inform about checking on more
information, use phrases like please hold on, allow
me to check that, let me get that information for
you.
Never leave the customer unanswered: Confirm that
you read the question and that the reply is being
prepared.
Personal Touch: Chats are not meant to be a business
reply form. Humanize yourself to the customer. Use
Think before hitting the enter key: With email, you
may have a few minutes before your response is sent,
but with IM and Live Chat, hit that button and its out
there. So much damage is done through people not
taking a few more seconds to consider the effect what
they have written may have on a situation.
Ending a conversation: Its important to properly end
an IM conversation - you may think the chat is over,
but the other person may not.
While your off doing other things, they may be sitting
there staring at the screen waiting for further
communication from you :)
Dont ever lose your cool. Remember, talking with
people is fun and helping people feels great. Be a
superstar!
