Live Chat Agent Handbook
How to keep live chat communications engaging and satisfying for both agents and customers
What is in the e-book
Customer supports starts with the support agent. We all know its easier to offer the best customer support when we are in a clear and positive mindset. Exhibiting best practices is easy once you’re in the right mindset, and have a clean and positive attitude. Among the best practices are
- Listening
- Staying positive
- Having an adaptive communication style
1. Listening
Listening is so important. Reading your customer’s messages thoroughly and really trying to understand where they are coming from will help create a trustworthy connection. Asking follow-up questions to ensure comprehension and exhibiting empathy will let your customers know that you are invested in their success
2. Staying Positive
It can sometimes be hard to stay positive when a customer is set on being a downer. But staying positive throughout your communications with customers reinforces professionalism, lightens the mood, and deflect any negativity with which the customer might have entered the conversation.
3. Adaptive Communication Style
Different customers will respond to better to different communication styles. While some customers might really like the personal route, others want to keep things business professional. Being able to read your customers and decide how they’ll best connect with you is important to have effective communication. Don’t be afraid to let your own personality shine through if you think it will help build a stronger bond.
