Podcast
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Questions and Answers
Which digital contact method do studies show is the leading one?
Which digital contact method do studies show is the leading one?
- Forums
- Live chat (correct)
- Social media
What is one way to make chat interactions more personal and friendly?
What is one way to make chat interactions more personal and friendly?
- Use personal pronouns (correct)
- Use technical jargon
- Keep chat exchanges long
- Avoid using personal pronouns
Why is it important to keep chat exchanges short and concise?
Why is it important to keep chat exchanges short and concise?
- To make it easier for the customer to comprehend and respond (correct)
- To limit the amount of information shared
- To save time for the customer service representative
- To sound more professional and formal
Which of the following is an example of building rapport in a live chat conversation?
Which of the following is an example of building rapport in a live chat conversation?
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What is the recommended use of live chat in customer service?
What is the recommended use of live chat in customer service?
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In the example conversation, what is the estimated return processing time?
In the example conversation, what is the estimated return processing time?
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