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Live Chat 100 Blog

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... Read More

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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How to Say No to a Customer Without Ruining Your Relationship

May 18th, 2017 | Communication | Jylian Russell

Nobody likes being told no. A ‘no’ means rejection. A ‘no’ means we don’t get what we want. Hearing ‘no’ as a kid was tantamount to the end of life, and there’s a good chance most of us still hate hearing it as adults. For support agents, saying ‘no’ to customers is an unavoidable part…

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Top 6 Best Practices for Closing a Live Chat Conversation

May 17th, 2017 | Communication | Jylian Russell

You’re about to wrap-up what has been, so far, a successful phone support call with a customer. You adeptly answered their questions. You even managed to upsell them on a new product feature. They seem over the moon with your help-their smile practically beaming from the other end of the call. Yep, you’re a customer…

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Empathy vs. Sympathy: The Secret to Delivering Exceptional Customer Service

May 4th, 2017 | Customer Service | Lin Parkin

As a customer service representative, your work days are often spent handling complaints and resolving issues for customers. Despite that, or perhaps because of it, you likely strive to deliver an exceptional customer experience with every interaction you have. But how can you ensure that you’re delivering top-notch customer service? Ultimately, good customer service is…

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Who Are Internal Customers (And Why They Matter)

April 29th, 2017 | Customer Service | Lin Parkin

Providing outstanding customer service is, or at least should be, at the heart of any business mission statement. However, many organizations fail to recognize that the path leading them there is by focusing on the happiness of internal customers first. You might be asking yourself, what exactly is an “internal customer?” People tend to think…

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How to Reveal Your Customers True Wants, Needs and Expectations

April 21st, 2017 | Customer Service | Lin Parkin

In the customer service industry, we often read about going the extra mile to not only meet but exceed customer expectations. There are many reasons to make that a goal, and we’ll talk more about that a little later. However, to get there, you must first understand what your customers want and need and what…

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