Daniels College of Business

Delivering Exceptional Live Chat Support: Drive Results and Loyalty

What’s the best way to deliver truly exceptional live chat support? In this course, customer service expert Myra Golden shares best practices to help prepare you as a contact center agent to navigate the live chat support channel with professional aplomb. Discover techniques for building rapport through friendly language, quickly diagnosing issues and solving problems, delivering disappointing news with empathy, addressing tensions and handling difficult customers, and guiding chat interactions to productive resolutions—even when you can’t give the customer what they want. By the end of this course, you’ll be ready to apply your chat support excellence with any type of customer.

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