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17/07/2020

17/07/2020

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17/07/2020

TIPS FOR NON VOICE / CHAT Part 1

Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses

Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand.

How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Customer service training is the most important part in achieving these goals.

Professional line of communication is not that obvious to expect your service agents to get at it intuitively. It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity.

Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation.

1. How to start a chat

Use a proper greeting. It may sound very basic, but actually not everyone does it right. Greeting is important, as it sets the tone for the whole conversation.

Quite often the service agents fall into one of the two extremes: either their greeting is too short and informal, or too long and formal, both of which betray the lack of respect and concern for the customer.

Greeting should be professional, while remaining friendly and personal at the same time. A good example would be:

“Hello John, thank you for calling Provide Support. How may I help you?”

Or you can start with a shorter but more personal greeting:

“Hello John! How are you doing?”

I am personally a fan of this one, as it works really well. Many customers are actually surprised with this question, in a good way. Probably because support elsewhere rarely ask them this question. It instantly sets the rep on friendly terms with the customer and the conversation becomes less formal and template based while keeping a business tone.

After the customer confirms his wellbeing you can move on with:

“Perfect, I am really glad to hear that! How may I help you today?”

or you can express your sympathy if the customer is not doing well:

“I am really sorry to hear that. Is there anything I can do to help you?”

If the customer starts the chat with a description of his problem, you can respond in the following way:

“Hello Mary. I understand the problem and will be happy to help you. Let’s see what I can do.”

If the customer did not provide his name, you can ask for it. It will show your concern and attention:

“Hello! May I have your name please?”

Once you have the name, make sure to spell it correctly.

2. How to ask for more information or verify your understanding of the question/problem

To avoid any confusion and a long chat, make sure you understand the customer’s issue before giving your instructions or offering solutions. There are many ways you can ask for clarification politely:

“Let me check that I have this right…”

“Let me see if I have this correct, you want me to…” or “You would like for me to…?”

“If I understand you correctly…”

“Tell me more about…”

“So you are saying that…correct?”

“This is what I understand you are telling me…”

3. How to say “I don’t know”

If you don’t know the answer to the customer’s question, be frank about it, however, avoid using the too straightforward “I don’t know”. Here’s how you can play it out nice:

“That is a good question, let me find out for you.”

“I’m not sure, but let me find out for you.”

“I’m sorry, I don’t have the information on that. May I put you on hold for a few minutes? I will clarify this with our manager.”

“I’m sorry, I don’t have the information on that. May I have your email/phone number? I will find this out with our accounting department and get back to you shortly.”

“I’m sorry, this question would be out of my expertise, but Daniel from the tech support department will be able to help you. Would you like me to connect you with him?”

4. How to transfer

It is no secret that most customers do not enjoy being transferred. So if you have to transfer, do it only when it is absolutely necessary. Otherwise, try to find out the information for yourself.

Before transferring, inform the customer why and to whom their call is being transferred.

“Jerry, I am going to connect you with Steve from the shipping department. He will be able to help you with this problem.”

“Jerry, let me transfer you to the marketing department. Steve will be able to answer your question.”

It is also important to notify the person to whom you are transferring the chat, give them the customer’s name and explain the nature of their question or problem.

30/05/2020

Behavioral Interview Questions & Sample Answers

Prepare for your interview with the sample behavior based interview questions and answers below.

*Problem solving is a frequently required workplace competency whether the employer is exploring management competencies, sales competencies, customer service competencies or administrative competencies.

"Describe a difficult problem you had to sort out in your last job" (Problem-solving)

This behavior based interviewing question is designed to explore your ability to identify, analyze and solve problems.

Show how you are able to gather and organize the necessary information and identify the best solution.

Here is a sample behavioral interview answer that you can use as a guide to develop your own good answer.

"We were getting a lot of complaints about late deliveries". (Situation)

"I met with the staff involved in the customer delivery department and discovered that the problem seemed to be with the stock coming through on time"

"I investigated and found that requests for new inventory were not been processed fast enough. The backlog was in the orders department as they were not following up adequately with the suppliers. A system for regular follow up was quickly implemented". (Action)

"This sorted out the stock problems and the delivery staff were able to meet their deadlines." (Result)

Describe a new idea or suggestion that you made to your supervisor recently (initiative)

*The ability to use your initiative is often explored during competency based interviewing. The interviewer wants to know if you are proactive and able to generate workable ideas. Show how you are a self-starter who will take action beyond what is asked of you.

" I work in orders and the company was launching a new product. The sales team had in-depth training on it but we had none". (Situation)

"I suggested that the orders department should also receive the training so that we would understand what was being ordered and be able to answer any questions if necessary. It was agreed we would all undergo a short version of the training". (Action)

"This meant that we could deal professionally with the orders. It also motivated us as we felt part of the launch team." (Result)

Tell me about a time that you had to use your judgment and make a decision in your previous job (judgment/decision-making)

*Judgment is another essential behavioral competency in the workplace. The interviewer is exploring your ability to make logical decisions and take action. Show how you consider all the relevant facts, weigh up the alternatives and commit to the most appropriate action
"I was responsible for ordering office supplies for the company.(Situation)

"The company always ordered a month's supply at a time to keep inventory costs low. I had to decide whether to keep doing this or buy six month's supply and get a discount for ordering such a big volume and escape possible future price increases. I did some research and worked out we could reduce our costs by buying for six months, especially since the amount we used remained practically unchanged month on month".(Action)

"I was right, the prices went up quite a bit during those six months."(Result)

Remember that these are only sample answers that can be used to help you formulate your own examples from your previous jobs or other contexts when answering behavioral interview questions like these.

Expect behavioral interview questions that determine your ability to work as part of a team, your leadership skills and your negotiation skills.

Prepare for common Job Interview Questions that include standard questions such as "Tell me about yourself" and "Why should we hire you?".