Share Description
In this course, you will :
- Asking questions that solve problems
- Switching channels with ease
- Handling delays
- Managing your response length
- Blending templates and free text
- Writing in your company’s brand voice
- Pushing content that boosts sales
Syllabus :
1. Do More Than Answer Questions—Solve Problems
- Ask probing questions
- Confirm the customer understands
- Know when to switch channels
2. Control the Conversation
- How to open and close the chat
- Handle delays with grace
- Cue the customer you're keeping track of the conversation
- Manage the length of your response
3. Blend Templates and Freetext
- Use templates in specific customer service situations
- Freetext to make chat efficient and authentic
4. Use a Conversational Tone
- Match the customer's level of formality
- Write in your company's brand voice
- Use emojis and abbreviations
5. Push Content That Boosts Sales and Provides Service
- Push links, videos, and self-service content
- Write customer service chat that sells
