Chat Handling Fundamentals

[@devgaur6314]

Thank you Myra. You are doing a great job. Need more sessions on chat management. ⭐😁🌸

[@myragolden]

Thanks, Dev! What areas of chat management are important to you? Always looking for relevant video ideas.

[@swguy79]

@@myragolden Recently just found your videos and I love them! As a chat manager myself, a few areas that continue to present challenges for my chat team is how to handle a customer who is asking for a resolution that is not possible or requires more time to resolve. (examples: 1. Device well beyond warranty, but the customer expects the company to send them a brand new device, 2. the customer wants a resolution 'now', but the process to resolve requires a wait period due to a established, necessary process, and 3. the customers issue cannot be resolved in chat, and needs to be routed to phones or in store to resolve, thus extending the customer journey, which not many customers like.)

[@GOvindXOXO]

Great video. Now, please tell me how to handle 3 chats with 3 different angry customers at once?

[@NyxesRealms]

Use something like "Hi there [name] I'm so sorry to hear about your issue. Many of our customers are experiencing the same thing and we understand it's very frustrating. Our support team are doing the very best they can to get things going smoothly again. Now, how can I help you today?" Or, if they've gotten right to the point, ask them to verify the necessary account information so you can help them ASAP. Best of luck.

[@vijayadurga6064]

😂🤣

[@ずどん-e6t]

@@NyxesRealms Never use many. NEVER. This makes the company you work look bad and YOU will get the blame. Make them feel like they are unique. Like this never happened before, address their concerns, try to give a solution, use your soft skills. NEVER say its a problem for many.

[@leahlingaolingao9546]

Yes, I agree with @GOvind KUmar In our company, our agents also handle 3 window chats. Looking forward to this as well :)

[@Brown_girl945]

Please avoid negative words likw frustrating or NO words

[@ketananavya762]

Awesome vedio myra hope to see more vedios like this thank you

[@prashantkumarjhariya1681]

How to take 3 chats simultaneously by metting aht ?

[@leahlingaolingao9546]

Hope you make more videos for chat support techniques 😊

[@myragolden]

Will do!

[@leahlingaolingao9546]

@@myragolden thank you so much, will look forward to your new videos.

[@ジアル]

More videos for chat please. Thank you for your great videos!

[@insevensins14]

How do you by the way deal with difficult customers especially when they began demanding compensations which you couldn't even grant as per policy? Also not all the time higher tiers or managers can take the contact from you during escalations due to the process in place. Any helpful ideas?

[@myragolden]

Hi, Thomas. Thanks for your question. Here are some response ideas: "It is our company policy that we cannot pay a claim that involves consumer error. We have a responsibility to the company to uphold the integrity of our products. When a product performs as expected and has no deficiencies, we cannot take responsibility and accordingly can offer no financial assistance." "Although you might not agree with my decision, I'd like to explain it so you can at least understand." "We appreciate hearing about your experience, but we cannot compensate you in this matter because you failed to follow instructions/did not read instructions/misused the product." Adapt these responses to be a good fit for your situations, and they'll take you far!

[@cuteshort1779]

Itne bade sentences m toh baki 2 customers chat kaat k bhaag jaynge

[@digitechsupport8513]

Hi Myra! This is Sherry, I actually wanted to ask you that do you guys outsource/provide Live chat support campaign?

[@myragolden]

Hi, Shery! Thanks for watching. At this time we don't offer chat support for campaigns or live chat.

[@La7a711]

Thanks Myra for this. Learned a lot. I hope you also have something for the hold/long hold procedure. Because i need to buy more time since I'm handling dual chats for AT&T customers

[@Commercesir_]

Mee too

[@Brown_girl945]

You can do a rapport building while working on the concern of customer, you can reduce your hold time.

[@RosaMia8884]

There must some spaces between each sentences so that it won't be boring to read.

[@meena2889]

superb teaching myra

[@r1szy826]

more of these videos please!

[@Sinhapallav]

sen an sus