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IGTC01CS - Customer Service Serving Customers Through Chat and Text (EN)
01 - Engage Customers on Their Channel
01 - The difference between chat and text (1:01)
02 - 1. Do More Than Answer Questions—Solve Problems
02 - Confirm the customer understands (2:58)
01 - Ask probing questions (2:17)
03 - Know when to switch channels (2:15)
03 - 2. Control the Conversation
02 - Handle delays with grace (2:38)
01 - How to open and close the chat (2:33)
03 - Cue the customer you-re keeping track of the conversation (2:20)
04 - Manage the length of your response (2:19)
04 - 3. Blend Templates and Freetext
02 - Freetext to make chat efficient and authentic (2:32)
01 - Use templates in specific customer service situations (2:31)
05 - 4. Use a Conversational Tone
02 - Write in your company-s brand voice (3:46)
01 - Match the customer-s level of formality (2:39)
03 - Use emojis and abbreviations (2:52)
06 - 5. Push Content That Boosts Sales and Provides Service
02 - Write customer service chat that sells (2:55)
01 - Push links, videos, and self-service content (2:04)
07 - Conclusion
01 - Next steps (0:52)
Ex_Files_Customer_Service_Chat_and_Text
Ex_Files_Customer_Service_Chat_and_Text
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01 - How to open and close the chat
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