From the course: Customer Service: Serving Customers Through Chat and Text
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Handle delays with grace
From the course: Customer Service: Serving Customers Through Chat and Text
Handle delays with grace
- Sometimes you're chatting with a customer in real time, exchanging questions and answers without interruption, and getting things done. Those conversations go full throttle until everything's resolved. Other times, you'll need to ask the customer to wait while you look up account information, trouble-shoot, or even chat or text with another customer. Sometimes customers will ask you to wait while they find the information you're asking for. And sometimes they just disappear. So, you need to know how to handle these delays with grace, both yours and theirs. Let's take your delays first. If you have to stop chatting in real time, you need to do three things. Let the customer know you're doing something else. Tell the customer approximately how long they'll have to wait, and let them know the outcome of the wait. Here's part of a chat between customer Lisa and customer service agent Vanessa. Notice how Vanessa does a…
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