Agents Handbook: Understanding Your Live Chat Customer

[eBook] Agents Handbook: Understanding Your Live Chat Customer

This eBook is designed to complement the first module of our training course, accessible here.

It contains everything you need to begin understanding your customers better, equipping you with the hints, tips and theories to start deciphering your customer’s thoughts and feelings, and allowing you to start to apply great customer service best practices to your communications.

Because understanding your customers also requires that you understand yourself, your thoughts and feelings, there’s also a section covering stress-busting tips to help you more effectively handle your customer service communications.

This eBook contains the following chapters:

  • Step Up Your A-Game: How to Be an Effective Communicator in Chat
  • How to Reveal Your Customers True Wants, Needs and Expectations
  • Who Are Internal Customers (And Why They Matter)
  • 10 Ways to Beat Customer Service Burnout

Download the eBook by filling out the form on the right, or click below to access each chapter.

Table of Contents

  1. Step Up Your A-Game: How to Be an Effective Communicator in Chat
  2. How to Reveal Your Customers True Wants, Needs and Expectations
  3. Who Are Internal Customers (And Why They Matter)
  4. 10 Ways to Beat Customer Service Burnout

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