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Web Chat Techniques for a Customer Service Agent

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

This tip, which can first be implemented in the greeting, is a good way to speak to customers.

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1. When is it a good idea to use a canned response in web chats?

2. How can web chat agents keep customers updated and engaged in a chat session?

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About This Quiz & Worksheet

Appraise your knowledge of web chat customer service techniques with this multiple-choice quiz and worksheet. You should know how to keep a customer engaged during a web chat and when to get help from a manager, among other aspects of this topic.

Quiz & Worksheet Goals

This quiz will assess what you know about the following:

  • A good approach to use when communicating with customers
  • When to use a canned response in web chats
  • Keeping customers updated and engaged in a chat session
  • A knowledge base as an effective tool for web chat agents
  • When to bring in a manager for assistance

Skills Practiced

  • Interpreting information - verify that you can read information about when to use a canned response in web chats and interpret it correctly
  • Knowledge application - use your knowledge to answer a question about escalating to a manager
  • Information recall - access the information you've learned about using a knowledge base as a tool for web chat agents

Additional Learning

Continue learning about this topic with the lesson titled Web Chat Techniques for a Customer Service Agent. Here are examples of the information you'll find in this lesson:

  • An overview of web chat best practices
  • Directing customers to resources on the website
  • What to avoid when communicating with customers
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