OBJECTIVES
- Identity the types of request frequently receive while manning the chat line
- Explain how to set the tone of a chat
- Describe best practices for managing chats.
- Demonstrate how to proofread chats for accuracy
- Articulate to prepare proper canned chats.
- Demonstrate how to evaluate the effectiveness of a chat session
METHODOLOGY
The training methodology will be based on the following:
- Insightful, impactful and realistic lectures and discussions
- Productive games and activities
- Brainstorming current industry specific case studies
- Instant feedback from role plays and practical practices from the facilitator
TARGET AUDIENCE
- Front line personnel
- Basic skilled / trained agents / consultants
- Customer Service Representatives
