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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Page 27 of 108

COATINGSPRO JANUARY 2019 27 platform. How should your representa- tive start a chat if the customer has already shared information? W hat words and phrases align with your brand? W hat words and phrases should representatives avoid? How should representatives address angry or frustrated customers? In what way should greetings differ? A good way to start thinking about your organization's look and sound is to start chatting. Visit sites that use chat. ink about each experience: what you liked, what you didn't, the brand you felt, and so forth. Practice chatting with each other. Step Four: Be prepared for the obvious. Anyone who has worked in service usually starts to notice patterns. For example, if you're a roofing contractor and it's close to the warmer months, the company may receive more inquiries about proposals and projects. If you work with government owners, your representatives may realize that they receive more inquiries around certain days of the week or months in the year. e point is to plan for the expected. Just as telephone service agents in most industries should know how to handle the top 20 or 30 customer requests without having to reference a lot of documentation, the same is true for chat. Consistency is essential. is is especially true when it comes to the basics. Before being set loose with a keyboard, your representatives should go through both systems training and role plays that address common inquiries. Step Five: Select Pre-Written Text Determine the extent to which you wish to use canned responses. Pre-written text has its pluses and minuses. On the plus side, it's quick, it's not written in the moment, and it's had the opportunity to be proofread by one or more people. On the other hand, canned text can sound, well, canned. Furthermore, representa- tives sometimes choose pre-written responses that don't get to the heart of what a customer is asking. So what's an organization to do? e answer to that question varies. No matter the option chosen, canned text should sound conversational. If you wouldn't say what's written in the course of natural speech, it probably isn't right. Chat is supposed to be a dialogue. Contractor's Corner Contact Us at 888-732-1270 Santa Fe Springs, CA | Fresno, CA | Huntley, IL | Bedford, TX Come Visit Us at Booth #S11539 CALLING KITCHENS, WINERIES, AND BREWERIES 1/4" CrownCrete-U CrownCrete SC 2 Re ad e r In q ui r y at co ati n g sp ro m a m /i n q0119

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