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CUSTOMER FOCUS

SOLUTION-FOCUSED LIVE CHAT

Build rapport, solve customer problems, and close positively
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

This workshop will give participants a comprehensive overview of how to deliver effective support through live chat. They will learn the characteristics of an effective support agent and the subskills. 
handle challenging customer situations in live Chat
empathise with your customers and anticipate their emotional state
collaboratively problem-solve in real-time

LEARNING POINTS

  • Explain what makes an effective live support agent
  • Put themselves in their customer’s shoes
  • Build rapport with their customers
  • Read and understand their customer’s messages
  • Explain complex problems simply and clearly
  • Problem solve and think on their feet
  • Handle challenging customer situations
  • Select the right words and tone
  • Give coherent and clear instructions to customers
  • Avoid customer triggers
  • Close an interaction positively

METHODOLOGY

Training with Mango maximises action and interaction, blending individual and group exercises. Participants master key concepts through role plays, games, quizzes, case studies, discussions and reflective sessions

STRUCTURE

1.    Building Rapport
Explore how to create a positive first impression. They will explore the importance of personalization and ‘sounding human’. Learn how to use mirroring and matching in live chats.

2.    Giving Instructions
Learn how they can give instructions clearly and coherently to customers. They will learn how to rephrase jargon or technical language. They will explore how to communicate with varying levels of technical literacy.

3.    Tone and Style
Learn when and how to be sensitive and when they can be assertive. They will consider the importance of formal and informal word choice as well as punctuation and short forms. They will consider when to use slang, idioms or even humour.

4.    Difficult Situations
Explore different types of challenging behaviour from customers and learn the 3A’s approach to service recovery. Participants will then learn how to communicate empathy in writing and the importance of sounding human and genuine.

5.    Problem Solving
Explores how to problem solve in real-time and think on their feet. They will learn how to use the question funnel to collaboratively problem solve and draw on experience, checklists and creative thinking to identify customer solutions

Talk to us about your training.

Contact details

GET IN TOUCH

Address
MANGO TRAINING AND CONSULTANCY SDN BHD
E-13-13-A PLAZA MONT KIARA,
NO. 2 JALAN KIARA,
50480 KUALA LUMPUR,
MALAYSIA
Phone
+60 (0)3 6419 1828
E-mail
info@mangotraining.com
Hours of operation
Monday - Friday 9.00 - 19.00