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Mastering Customer Chat Interactions

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Questions and Answers

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?

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?

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?

Apologizing for the delay in processing a return Signup and view all the answers

What is the recommended use of live chat in customer service?

To create memorable rapport Signup and view all the answers

In the example conversation, what is the estimated return processing time?

17 days Signup and view all the answers

Mastering Customer Chat Interactions

Choose a study mode

Podcast

Questions and Answers

Which digital contact method do studies show is the leading one?

What is one way to make chat interactions more personal and friendly?

Why is it important to keep chat exchanges short and concise?

Which of the following is an example of building rapport in a live chat conversation?

What is the recommended use of live chat in customer service?

In the example conversation, what is the estimated return processing time?

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