Live Chat 100 Blog

Say It Like You Mean It: How to Apologize to Your Customers the Right Way

November 23rd, 2017 | Customer Service | Isabella Steele
Introduction Oops, your company did it again. A computer glitch double charged a customer. A product got horribly mangled in shipment. Your website was hard to navigate. An under-experienced customer service rep treated a customer badly and failed to provide a much-needed solution. What do each of these situations have in common? For starters, each... Read More

You Win, I Win: How Being Assertive Can Take Your Customer Service Game to the Next Level

November 17th, 2017 | Customer Service | Isabella Steele

Introduction Imagine that you’re in a situation where you are chatting with someone – maybe a customer, a friend, a relative, or a boss – and the air is getting tense. Your discussion escalates, and that person who you were once having a civil conversation with is raising their voice to you, and displaying signs…

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How to Negotiate the Right Way with Customers Over Live Chat

October 26th, 2017 | Communication | Jylian Russell

“I’ve bought from your company for years and really like your service, but I feel I could pay less elsewhere.” “I’ll sign-up for that service for a year if you can give it to me for $200 less.” “I’d like to continue using your service, but I’ll need a better deal on your price if…

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5 Ways to Reduce Holiday Lines and Customer Wait Time

October 18th, 2017 | Customer Service | Carla Jerez

“Opportunities are like sunrises. If you wait too long, you miss them.” – William Arthur Ward You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone. This frustration can actually do real damage to your bottom line: according to a study conducted in the U.K., 41% of shoppers have…

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6 Ways to Improve the Efficiency and Productivity of Your Live Chat Agents

October 12th, 2017 | Live Chat | Jeff Grundy

The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage support and communicate with website visitors. As good as live chat is, though, it is only as effective as the agents that use it and the way they communicate with…

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How To Handle Angry Customers: A Guide to Conflict Resolution and De-Escalation

September 21st, 2017 | Customer Service | Isabella Steele

Introduction “Your most unhappy customers are your greatest source of learning.” – Bill Gates Dealing with an angry customer is an unpleasant situation at best – at worst, it can turn a good day upside-down, or make a bad day get worse. But, like how nurses often have to care for angry patients and speak…

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Know Your “No’s”: How to Handle Objections in Sales and Customer Service

July 26th, 2017 | Customer Service | Isabella Steele

“An objection and ‘no’ are two different things.” You’ve just made the greatest pitch to a prospective client. The rush of the possibility and anticipation of the sale has you bright-eyed and excited. The customer seems interested in your product, and the chemistry between you two is flowing like no other. Then, out of the…

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4 Essential Questioning Techniques for Live Chat

July 20th, 2017 | Live Chat | Jylian Russell

Great questions are the lifeblood of any great conversation. Without them, a conversation will quickly fall flat or find itself running in circles. And just like any ‘real life’ conversation, those on live chat depend on certain questioning skills to help them smoothly progress and solve a customer’s needs. For the live chat rep then,…

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Go for the Laugh: What You Need to Know About Using Humor in Customer Service

July 13th, 2017 | Customer Service | Isabella Steele

Humor is a multi-billion-dollar industry, saturated with actors, stand-up comedians, humor authors, cartoon artists, filmmakers, comedy writers, late-night TV hosts and more. A “sense of humor” is something we actively seek in a partner, and in our closest friends. Our favorite people, characters, and memories are often the ones that make us laugh. Why is…

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Debunking the Mehrabian Model: Words Do Matter (and Here’s Why)

June 12th, 2017 | Communication | Lin Parkin

Have You Heard of The Mehrabian Model? It’s a common communications model discussed within customer service and communications training programs today, but it’s not perfect. While the study it was derived from may provide some interesting insight into verbal and nonverbal cues, it is difficult to extract any truly meaningful facts or figures. Let’s have…

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Weighing in on Words: Smart Use of Positive Language in Customer Service

May 24th, 2017 | Customer Service | Lin Parkin

Have you ever been in a situation where you’re speaking with a perfect stranger who uses your first name way too much during the conversation? Most of us have, and it is cringe-worthy. It rarely happens in face-to-face interactions though. It’s much more likely that you’ve experienced it on the other end of a telemarketing…

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