How to handle angry chatters
We’ve all heard the compelling stats repeatedly proving that it’s easier to keep existing customers than acquire new ones. As competitive landscapes become saturated across industry verticals, customers are increasingly looking to customer experience as a differentiating factor when making purchasing decisions.
But keeping customers happy can sometimes prove challenging. Here are some tips to help front-line customer support agents deal with difficult conversations over live chat.
Listen and remain calm.
Sometimes easier said than done, but try to go to your happy place. Clients who choose live chat as a venting channel can sometimes come off a little harsher than they may through other communication methods (the natural effect of written communications). Focus on listening first and solving later. Continue reading “Conflict Resolution Strategies With Live Chat”