From the course: Customer Service: Serving Customers Through Chat and Text
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Know when to switch channels
From the course: Customer Service: Serving Customers Through Chat and Text
Know when to switch channels
- If you're already chatting or texting with customers, you know that these are great channels for delivering customer service. If you'll be working in these channels in the future, lucky you. You'll love this quick, direct and relaxed style of helping customers with their complaints or questions. But there are three situations where it will be better to ask the customer to get on the phone with you than to keep trying to help them via chat or text. The first is when the customer is not able to follow the directions you're giving. Let's say a customer chats in for help completing an online scholarship application. You're offering the customer instructions in a one step at a time, easy to follow manner, but the customer keeps chatting back, "I don't see the green button," or "I don't know which part "of the form you're talking about now." That's a good time to ask the customer can I call you or can you call me? Another…
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