Overview
Live chat or instant messaging can be one of the most challenging helpline channels. Speed is essential. There is less time for checking and moderation before replies are sent, yet what is said remains, unlike a phone call. The course provides skill building for this intense and demanding channel.
The Course will cover
- Looking into and understanding the different live chat channels used by attendees
- Identifying and discussing the challenges of instant messaging
- Understanding the structure of an online chat. Develop some additional techniques to gather information and build rapport
- Using additional technology – AI and canned messages
- Managing history and repeat chatters
- How to gauge whether to support or challenge chatters
Feedback
The training was efficiently run and well-coordinated, the trainers were patient and positive throughout
Virtual Training
Face 2 Face Training
Cost
- Face to Face: £125 / person, 10% discount for 2 or more people from the same organisation.
- Webinar £80 / person