Using Instant Messaging & Chat in Customer Service


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question 1 of 3

When achieving the proper tone, customer service chat agents should never _____.

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1. When is it okay to use canned responses when responding to customers via instant messaging and chat?

2. When starting an instant message and chat session, which sentence displays the proper way for customer service agents to greet a customer?

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About This Quiz & Worksheet

Use these resources to find out how much you grasp about customer service chat skills. Answer quiz questions based on areas such as proper tone and canned responses.

Quiz & Worksheet Goals

Find out how well you know how to:

  • Identify the most appropriate way to greet a customer when starting a chat session
  • Recognize an improper technique when responding promptly to customers
  • Understand how to properly interpret a customer's questions

Skills Practiced

The following study skills will be practiced:

  • Making connections - use understanding of the concept of professional communication to know how not to reply to customers over chat
  • Defining key concepts - ensure that you can correctly define important terms from the lesson, such as canned response
  • Information recall - access the knowledge you've gained regarding an appropriate way of greeting a customer

Additional Learning

Learn more about this area of study with the lesson entitled Using Instant Messaging & Chat in Customer Service. Once you've completed the lesson, you will have been taught the following study points:

  • Define soft skills
  • Understand the importance of tone when dealing with customers
  • Explain multitasking
  • Recognize what it means to be a keen reader when responding to a customer's needs
Final Exam
Building Customer Service Soft Skills
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Chapter Exam