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09 May 2014

A cheat sheet is a set of guidelines, made to assist the operators while interacting with a customer. In order to maintain the quality of the performance and to make sure that the operators are providing a top class performance, a manual of etiquettes and mannerisms must be given to them.

The mannerism and the etiquettes of the operators while conversing with the customers, play a vital role in live chat support. It is important that a professional attitude is adopted by the chat agents and customers are dealt in the best possible way. A business can only be successful, if its customers are treated nicely; your operators hold a huge responsibility in this regard, as it is their behavior that will determine the satisfaction rates of your customers. So, how can you reform your online customer service in a way that it leads to maximum customer satisfaction and takes your business to another level? The answer is: by training your live chat operators well. And a part of good training is a well-planned cheat sheet, which acts as a constant guide for the operators. Here are some important guidelines that must be included in the cheat sheet of your operators:

Greet the customers well

While it is a very basic advice, not every operator greets the customers well. You greeting phrases must be captivating yet simple and should be compelling enough to make the customers avail the chat service. Avoid using robotic predefined responses; instead use a friendlier, more personal greeting. A perfect greeting would be simple, short, friendly yet professional. If you know the customer’s name you must include that in the greeting; and if you don’t know, ask for it.

Whether you are using a proactive chat mode or a passive mode, it is essential that you avoid advertising your brand name in it. Ideally, you should not even put you brand name in there. For a proactive chat simply add in your name and ask them if they need help.

Keep your ego at home

One thing that you must keep aside while dealing with the customers is your pride and ego. No matter how infuriating the customer is or how unreasonable his arguments are, you must never be rude or get irritated. You must remember that whenever a customer is getting angry, he is mad at the organization not the operator, so there is nothing personal about it. You must learn to bear all kinds of criticisms and must never flinch at any accusation.

Clarify the query tactfully

To solve customer issues, it is important that you understand the query. It is ok if you do not get what the customer said. But sometimes when an operator asks the question again, customers feel agitated and annoyed. So, the best solution is to ask the customer tactfully in such a way that he does not get irritated by it. Never ask the customer directly that you didn’t understand the question. For example, never say: can you repeat the question? Instead say: if I understand correctly….. Or: Correct me if I am wrong……….

Transfer only when required

While it is an easy way out for the live chat operators to transfer the customers to decrease their workload, for customers, this practice is annoying and irritating. Unless it is very important and you cannot resolve the problem on your own, never transfer a customer.

For efficiency and an excellent live chat support performance, a comprehensive cheat sheet consisting of effective guidelines must be provided to the operators.