Customer Service
Serving Customers Through Chat and Text
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Become a Customer Service Specialist,
Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You’ll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O’Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin—all while maintaining your company’s brand. Learn all the writing skills you’ll need to provide top-notch live chat and text customer service.
Contents:
- Engage Customers on Their Channel
- 1. Do More Than Answer Questions—Solve Problems
- 2. Control the Conversation
- 3. Blend Templates and Freetext
- 4. Use a Conversational Tone
- 5. Push Content That Boosts Sales and Provides Service
- Conclusion
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Careers
An overview of related careers and their average salaries in the US. Bars indicate income percentile.
Customer Service Chat Representative $40k
Chat Specialist $47k
Marketing Support Chat Advisor $53k
Senior Chat Coordinator $54k
HANA Live report $56k
Online Chat Specialist $57k
Assistant Chat Sales Manager $64k
Producer - Live Events $65k
Clinical Manager CHAT Program $99k
Supervisor Chat Training Specialist $103k
Inbound CSR/Chat Coach $112k
National Chat Sales Manager $132k
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