Customer service as a whole depends on a set of skills of the professional independent of the platform in which it operates, be it personal, telephone or the internet. In addition to the above mentioned skills and apparent ease in using a type of written conversation, dealing with customer issues through e-commerce chats can be a minefield and cause major headaches. To help choose one of these professionals, we have made a selection with 5 best characteristics to consider when selecting a member of your care team:
Okay, patience is a common item among all calls, but it’s always important to remember how important this skill is. The more anonymity in making a contact, the greater the chances of an unsatisfied consumer — rightly or wrongly — losing decorum when talking to an attendant.
Therefore, it is important to reiterate that even in an adverse situation, the professional should do his best not to return insults “right back at someone”, within the limits of the possible. The fact of interacting with dozens or even hundreds in just one day on the e-commerce channel is also a factor that makes patience an essential skill to have in the job.
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2. Correct writing
Properly written communication is essential for all text-dealing professions. Even if you do not have a background in courses such as Literature or Journalism, it is important that the attendant has a good grammatical domain for communication. At the same time, e-commerce chat is done over the internet, which is a gimmick for the use of abbreviations and other terms that may not be known by most Internet users. However, the importance of this question also varies from the level of formality demanded in the branch of business of the company.
3. Know when and where to use emoticons.
It seems like I’m kidding, but I ain’t. Written communication can be extremely functional, but it is limited in relation to the emotional state between people who communicate. Although it depends on the company’s business — even the most modern financial institution chooses not to use so many emoticons — knowing how and when to use them can avoid misunderstandings. For example, often a rather straightforward written response, used in an unpleasant context, can make a client think he is being rude, regardless of the truth. Sometimes including a “:)” at the end of a sentence helps indicate that there are no problems and gives a light touch. Also read: 14 browser extensions for managing your business remotely.
4. Avoid sarcasm and ironies
As we said above, a bad use or total absence of emoticons can get the wrong message. In written communication, sarcasms and ironies may not be as obvious as seen in body language or speech. What can happen in such a case is that even then, the client may perceive or distrust, leading to a possible loss. Because of this, it is highly recommended that the professional chosen for the care does not have as much appreciation for this type of attitude, or that avoid it to the maximum when communicating with a client.
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5. Have empathy
It is also a necessary feature in all fields, but it is considerable to always take into consideration. Not always the employee on your team will be a deep connoisseur of the business branch, which may make it less important to a client’s problem, especially if it looks “small.”
As an example, we can cite a retail gaming entrepreneur, a niche industry in which not everyone is necessarily a fan, but can stop at his team. Considering that many fans are waiting months to launch a new game, it is certain that your store will receive a complaint if it can not meet the deadline. Although it seems insignificant to the clerk, the clerk can not handle the issue with carelessness, caring to solve the problem as if it were his.