Dive into the essential details of 💬🙏 Call Center Chat Apology Customer Service Tips that are shaping the discussion around apology.
4 Takeaways from this clip:
1 A chat interaction is a two-way conversation. Keep it short and quick. Customers use chat to get quick answers to their questions.
2 A chat interaction is always less formal and more casual speech is accepted than email which is formal business correspondence.
3 Only give an apology if it's deserving or if it is something that the company did wrong.
4 Some businesses will allow CSRs to use emojis. So get clearance from your supervisor first.
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Chat Example:
CSR: Hi, my name is Leo. How may I help you?
CUSTOMER: Hi. I wanted to find out when will I receive my refund for an order I placed on 02-05-2019?
CUSTOMER: It’s been almost close to two weeks, now.
CUSTOMER: Money’s light and I need it back!
CSR: Good day, Mr. Customer. Thank you for chatting with us today and for bringing to my attention your concern with receiving your refund.
CSR: : First and foremost, I would like to apologize for the fact that you haven’t received your refund, yet.
CSR: If I were in your position, I’d also feel concerned, Mr. Customer.
CSR: I understand how important money is to everyone. Especially these days with the Corona virus.
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