课程: Building Rapport with Customers

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Create rapport in a live customer chat interaction

Create rapport in a live customer chat interaction

课程: Building Rapport with Customers

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Create rapport in a live customer chat interaction

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About 41 percent of customers prefer live chat support over other methods, such as email or phone support, and this preference is expected to grow in the coming years. Offering chat as a customer service option meets your customers where they are, but it's not enough to just have chat. Your chat interactions have to create rapport. Here are three things you can do to make your chat interactions more personal and friendly. First, use personal pronouns, I, we, me, you to make written communication sound more personal and warm. Pronouns, especially I and you, establish the identities of you, the employee, and the customer, and they bring a human tone to a chat exchange. Here's an example of how to include personal pronouns in your chat. You'd want to write this. "We have received your return, and your replacement is on its way to you." And not this, "ABC company has received order number 4026, and a replacement will be sent." Second, use positive language. Positive language helps create…

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