Certificate Programme in Live Chat Customer Support
-- viewing nowThe Certificate Programme in Live Chat Customer Support is a comprehensive course designed to equip learners with the essential skills required for successful customer support careers in today's digital age. This programme emphasizes the importance of effective communication, problem-solving, and multitasking in live chat customer support roles.
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Course details
• Introduction to Live Chat Customer Support: Understanding the basics of live chat, its benefits, and how it differs from other customer support channels.
• Setting Up Live Chat Support: Configuring live chat software, integrating it with existing systems, and creating a user-friendly chat window.
• Effective Communication in Live Chat: Developing strong written communication skills to efficiently handle customer queries and build rapport.
• Managing Multiple Chat Sessions: Balancing multiple live chat interactions, setting customer expectations, and utilizing tools to manage concurrent chats.
• Handling Difficult Customer Situations: De-escalating tense situations, managing irate customers, and employing conflict resolution strategies.
• Ticketing Systems and Follow-ups: Utilizing ticketing systems for unresolved issues, setting follow-up reminders, and maintaining customer satisfaction.
• Monitoring and Reporting on Live Chat Performance: Analyzing live chat metrics, setting performance goals, and generating reports for continuous improvement.
• Integrating Live Chat with CRM and Social Media: Streamlining customer support by integrating live chat with CRM platforms and leveraging social media for customer engagement.
• Best Practices for Live Chat Customer Support: Implementing best practices for live chat etiquette, response templates, and customer experience.
Career path
Entry requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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