| Event Profile | |
| Class/ Online | Classroom |
| Date | December 10, 2024 |
| Time | 9.00am to 5.00pm |
| Venue | Hotel Grand Pacific Singapore 101 Victoria Street Singapore 188018 |
| Fee | 9% GST will apply SGD 520.003 & above: SGD500.00 each For Member SGD 494 3 & above: SGD475 each |
| Note | Two tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request. |
| Trainer | |
| Activity | |
| You may reach us via T: 6204 6214 E: info@ccisg.com Alternatively, you may send below details to register Contact Person Company (optional), Name, Job Title, Mailing Address, Tel, Email Participant(s) Name, Job Title, Email | |
Texting and speaking require differing skill sets. This workshop is tailored to equip online chat agents with the skills needed to deliver exceptional customer service in the digital space, via texting.
You will learn how to communicate with customers clearly and kindly, solve their problems quickly, and make sure they're happy with the service they get. You'll learn how to handle chats well, answer questions fast, and keep customers delighted because of the great service you give. You will also learn how to be at your best aptitude when handling difficult customers.
Emphasizing practical skills, this workshop is a must for any professional seeking to elevate the customer experience and thrive in the evolving landscape of online chat-texting customer service.
You will learn how to communicate with customers clearly and kindly, solve their problems quickly, and make sure they're happy with the service they get. You'll learn how to handle chats well, answer questions fast, and keep customers delighted because of the great service you give. You will also learn how to be at your best aptitude when handling difficult customers.
Emphasizing practical skills, this workshop is a must for any professional seeking to elevate the customer experience and thrive in the evolving landscape of online chat-texting customer service.
Objective
By the end of this workshop, participants will master the essentials of digital customer engagement for chat support. They will learn to communicate with clarity and warmth, address customer needs efficiently, and resolve issues with speed and accuracy.
The training will also focus on enhancing written communication skills, ensuring messages are both personable and professional. Participants will practice real-time problem-solving, develop strategies to elevate customer satisfaction, and learn to maintain a positive online presence.
This workshop aims to build confident chat agents who can deliver top-notch service, fostering loyalty and positive experiences in every customer interaction.
The training will also focus on enhancing written communication skills, ensuring messages are both personable and professional. Participants will practice real-time problem-solving, develop strategies to elevate customer satisfaction, and learn to maintain a positive online presence.
This workshop aims to build confident chat agents who can deliver top-notch service, fostering loyalty and positive experiences in every customer interaction.
Outline
1. Introduction to Online Customer Service
• The evolving landscape of digital customer service.
• The role and importance of chat agents in customer satisfaction.
2. Mastering Chat Communication
• Crafting clear, concise, and friendly messages.
• Understanding the nuances of written tone and etiquette in chat.
• Balancing multiple conversations effectively.
3. Customer Psychology and Emotional Intelligence
• Recognizing customer emotions through text.
• Employing empathy and patience in chat interactions.
• De-escalating tense situations remotely.
4. Efficient Problem-Solving in Chat Support
• Strategies for quick issue identification and resolution.
• Using canned responses and templates without losing personalization.
• Guiding customers through troubleshooting steps clearly.
5. Enhancing Customer Experience
• Going above and beyond: exceeding customer expectations in chat.
• Gathering and utilizing customer feedback to improve service.
6. Practical Application and Role-Play
• Live chat simulation exercises.
• Group role-play scenarios and immediate feedback.
7. Wrap-Up: Best Practices and Tools
• Summary of key takeaways.
• Overview of helpful tools and software for online chat agents.
• Action plan for implementing new skills.
• The evolving landscape of digital customer service.
• The role and importance of chat agents in customer satisfaction.
2. Mastering Chat Communication
• Crafting clear, concise, and friendly messages.
• Understanding the nuances of written tone and etiquette in chat.
• Balancing multiple conversations effectively.
3. Customer Psychology and Emotional Intelligence
• Recognizing customer emotions through text.
• Employing empathy and patience in chat interactions.
• De-escalating tense situations remotely.
4. Efficient Problem-Solving in Chat Support
• Strategies for quick issue identification and resolution.
• Using canned responses and templates without losing personalization.
• Guiding customers through troubleshooting steps clearly.
5. Enhancing Customer Experience
• Going above and beyond: exceeding customer expectations in chat.
• Gathering and utilizing customer feedback to improve service.
6. Practical Application and Role-Play
• Live chat simulation exercises.
• Group role-play scenarios and immediate feedback.
7. Wrap-Up: Best Practices and Tools
• Summary of key takeaways.
• Overview of helpful tools and software for online chat agents.
• Action plan for implementing new skills.
Who should attend
1. Customer service representatives
2. Support agents
3. Any professional responsible for managing customer interactions via online chat platforms.
2. Support agents
3. Any professional responsible for managing customer interactions via online chat platforms.
Methodology
• Interactive Lectures: Brief and focused sessions on theoretical aspects.
• Hands-On Practice: Live chat simulations with real-time feedback.
• Group Activities: Role-playing scenarios to practice and reinforce learning.
• Case Studies: Analysis of real-life chat transcripts and discussion of best practices.
• Peer Review: Constructive feedback sessions to critique and learn from each other’s chat interactions.
• Hands-On Practice: Live chat simulations with real-time feedback.
• Group Activities: Role-playing scenarios to practice and reinforce learning.
• Case Studies: Analysis of real-life chat transcripts and discussion of best practices.
• Peer Review: Constructive feedback sessions to critique and learn from each other’s chat interactions.
Diana Rahman's Profile
Diana Rahman is an ICF ACC-certified coach and a successful Image Consultant, with a decade of experience at Jill Lowe International.
She holds a Diploma in Teaching English to Speakers of Other Languages (TESOL) from the London Teacher Training College and teaches English as a foreign language. Diana also earned an Advanced Certificate in Training and Assessment (ACTA) from the Institute of Adult Learning (IAL), Singapore, and has been a corporate trainer for 24 years.
Following six years in the banking industry, Diana transitioned to her passion—helping others develop soft skills. She has conducted numerous corporate programs, providing training on a wide range of essential topics to executive officers and uniformed staff. These topics include Diana Rahman is an ICF ACC-certified coach and a successful Image Consultant, with a decade of experience at Jill Lowe International.
She holds a Diploma in Teaching English to Speakers of Other Languages (TESOL) from the London Teacher Training College and teaches English as a foreign language. Diana also earned an Advanced Certificate in Training and Assessment (ACTA) from the Institute of Adult Learning (IAL), Singapore, and has been a corporate trainer for 24 years.
Following six years in the banking industry, Diana transitioned to her passion—helping others develop soft skills. She has conducted numerous corporate programs, providing training on a wide range of essential topics to executive officers and uniformed staff. These topics include Professional Image Presentation, Storytelling, Emotional Intelligence, Email Writing, Business & Social Etiquette, Verbal & Non-Verbal Communication, Resilience Building, Confidence Building, Motivation, Stress Management, Goal-Setting, and Customer/Client Management Skills.
One of her notable achievements includes leading a 10-day boot camp for over 200 staff at La Digue Lodge in Seychelles, where she conducted sessions on team building, customer service excellence, and motivation. In 2012, she was recognized with the Promising Star Trainer award by Celebrate Life Holdings Pte Ltd.
Diana's dynamic presentation style and 'live' demonstrations resonate with diverse audiences from industries such as finance, hospitality, healthcare, and education.
In addition to her corporate training, Diana has been a Memory Trainer since 2012, trained by Alan Yip, founder of Mind Edge and Chief Trainer of the Singapore Memory Team. She teaches skills in memory techniques, goal-setting, study skills, and note-taking, among others.
Diana also leads personal development workshops focused on motivation, confidence building, and self-esteem management for girls' homes and women's prisons. She has facilitated workshops across Seychelles, Malaysia, Cambodia, and Vietnam.
In 2021, Diana co-authored the book Venus Rising: The Phoenix Awakens, sharing her personal story of resilience and championing the rise of women in entrepreneurship. The book became an Amazon #1 bestseller in 2022.
She holds a Diploma in Teaching English to Speakers of Other Languages (TESOL) from the London Teacher Training College and teaches English as a foreign language. Diana also earned an Advanced Certificate in Training and Assessment (ACTA) from the Institute of Adult Learning (IAL), Singapore, and has been a corporate trainer for 24 years.
Following six years in the banking industry, Diana transitioned to her passion—helping others develop soft skills. She has conducted numerous corporate programs, providing training on a wide range of essential topics to executive officers and uniformed staff. These topics include Diana Rahman is an ICF ACC-certified coach and a successful Image Consultant, with a decade of experience at Jill Lowe International.
She holds a Diploma in Teaching English to Speakers of Other Languages (TESOL) from the London Teacher Training College and teaches English as a foreign language. Diana also earned an Advanced Certificate in Training and Assessment (ACTA) from the Institute of Adult Learning (IAL), Singapore, and has been a corporate trainer for 24 years.
Following six years in the banking industry, Diana transitioned to her passion—helping others develop soft skills. She has conducted numerous corporate programs, providing training on a wide range of essential topics to executive officers and uniformed staff. These topics include Professional Image Presentation, Storytelling, Emotional Intelligence, Email Writing, Business & Social Etiquette, Verbal & Non-Verbal Communication, Resilience Building, Confidence Building, Motivation, Stress Management, Goal-Setting, and Customer/Client Management Skills.
One of her notable achievements includes leading a 10-day boot camp for over 200 staff at La Digue Lodge in Seychelles, where she conducted sessions on team building, customer service excellence, and motivation. In 2012, she was recognized with the Promising Star Trainer award by Celebrate Life Holdings Pte Ltd.
Diana's dynamic presentation style and 'live' demonstrations resonate with diverse audiences from industries such as finance, hospitality, healthcare, and education.
In addition to her corporate training, Diana has been a Memory Trainer since 2012, trained by Alan Yip, founder of Mind Edge and Chief Trainer of the Singapore Memory Team. She teaches skills in memory techniques, goal-setting, study skills, and note-taking, among others.
Diana also leads personal development workshops focused on motivation, confidence building, and self-esteem management for girls' homes and women's prisons. She has facilitated workshops across Seychelles, Malaysia, Cambodia, and Vietnam.
In 2021, Diana co-authored the book Venus Rising: The Phoenix Awakens, sharing her personal story of resilience and championing the rise of women in entrepreneurship. The book became an Amazon #1 bestseller in 2022.
