CoatingsPro Magazine

JAN 2019

CoatingsPro offers an in-depth look at coatings based on case studies, successful business operation, new products, industry news, and the safe and profitable use of coatings and equipment.

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26 JANUARY 2019 COATINGSPROMAG.COM Contractor's Corner C ustomer: Hi, I'm having a problem with my bill. I'm being charged $50 more than what I expected. Could someone please help? I'm finding this ver y frustrat- ing. ank you. Chat Agent: Hello! Glad you are chatting with me this morning! is is Matt. What can I do for you today? Customer to Himself: Huh? Well for starters, Matt, you could read what I typed before asking what you can do! Furthermore, you can take that smile off your face. Providing exceptional service via chat involves more than simply choos- ing a technology platform. Chat is a distinct communication channel with its own set of rules, and organizations, such as coating contracting firms, that choose to implement a chat system need to prepare their service represen- tatives to use it effectively. It won't be a good service for your customers if you're not using it well. Here are seven steps to getting your company on the right track. Step One: Pick a Team Member After you've chosen a chat platform, or while that activity is in process, you should determine who on your team is well suited to serve customers online. Chat service providers should be able to type, and they should have a basic command of spelling and grammar in the language that will be most used with your customers. Step Two: Determine the Rules Once you have a team member(s) in mind, you must identify some rules to guide his or her chats. e follow- ing questions are examples of basic considerations you should know the answers to before your representatives start typing: • How many chats should an agent handle at once? (In the beginning, nobody should attempt more than one, and even experienced agents shouldn't divide their attention among more than three.) • What topics can and can't be addressed via chat? Regulations may limit what your representatives can and can't say. • When will you move customers to a different mode of communication if chat is not appropriate? Some questions need to be answered over the phone or in person. Determine which questions those are ahead of time. Step Three: Think About Your Marketing Sometimes organizations implement chat, and the tone of what's typed takes on a stilted or off-brand look and feel. For that reason, it's important to think about what on-brand messaging looks like before rolling out the chat Chat is a distinct communication channel with its own set of rules, and organizations, such as coating contracting firms, that choose to implement a chat system need to prepare their service representatives to use it effectively. By Kate Zabriskie, President of Business Training Works, Inc. Connecting With Customers Through the Keyboard

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