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A lot of established companies across the world stand strong mainly because of their good relationships with their customers. These days, a lot of communication means have been provided by companies to ensure that their customers are able to reach them in whatever way that is most convenient. Before, people’s only choice was to make phone calls to customer help representatives in the hopes of solving their issues, but sometimes factors such as language barrier may only end up making both parties unsatisfied. When internet started to become widely used among online shoppers all over the world, companies began to offer e-mail support for customers. However, when issues need to be solved ASAP, e-mail can be very problematic because the waiting time may take too long. In recent years, companies have introduced chat support for their websites as well, and many people seem to be happy when such feature is offered because it is a convenient way to get a quick response to their queries.
Knowing how to handle customer issues is one thing, but knowing how to solve them within moments of writing is another, so it is essential for a newly-hired chat agent to be aware of some tricks of the trade.
Personalized Approach
 The chat agent is trained to learn the canned responses of the company to help them respond to their customers, but answering them with a personalized approach will more likely get the company higher points in the service department. While canned responses sometimes do the job in solving the customer's query, engaging them in a personalized manner will make customers feel that they are important, because they will be able to see that the company is actually putting effort to provide customer-specific solutions to resolve their issues. However, it is important not to overdo it, because business is business and formality must still be maintained.
Watch How You Communicate
As mentioned in the previous point, there is a limit on how a chat agent can engage a customer in a personal manner, and these limits should be well-known to them. It is not wrong for any customer support representative to approach a customer in a more casual tone than what is originally prescribed. However, when a chat agent gets too informal, a customer may get the idea that s/he is not being serious about the job, and this may seriously affect the customer's overall perception of the company. In any given case, understanding is the key to gain any customer’s trust, and the chat agent must know how to balance formality and empathy to properly get his/her point across.
Project a Positive Attitude
Some people may be taking it for granted, but word choice in writing can actually reflect the chat agent's disposition towards the customer. Simple affirmations such as "I will look into it", "Here are some things we can do about this", or "Let me help with you with that" already mean a lot to the customer, and just seeing a chat agent's desire to help them is enough to make them believe that the company values them well.
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