There is a new kid on the Customer Service block and its name is online chat. After using this option for the thousandth time today, I realized that it is more widespread than we give it credit for. Most banks and retailers now have online chat options. It makes perfect sense. Many consumers now choose online methods to do their purchasing and having an online customer service person right in front of you is the logical choice. What would you be more likely to do: pick up the phone and wade through multiple transfers and infamous automated representatives or accept a chat from a living breathing representative where you can get quick answers you need and not even have to get off that business call you're on?
I suspect that we will start seeing a lot more job postings for these online positions, which would be a great fit for people that can be accommodating and helpful in chat but might not be as comfortable in person or on the phone. It's not as simple as it might seem, however. The same rules apply—be polite and personable, but don't go over the top with chit chat. As we've seen with countless cases of online bullying, people might be more likely to be rude or inappropriate when simply typing rather than talking so keep your service filter in check so you don't become aggravated and lose sight of your duty to the customer and company.
For another perspective on online chat as the future of Customer Service, check out this article by Cynthia Clark
About This Blog
At Your Service is a dialogue about customer service best practices and star customer service businesses in the Twin Cities. This blog is maintained through Lifetrack Resources’ Customer Service Training program, which prepares jobseekers to provide exceptional service to local companies.
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