The Guide to Becoming a Top Performing Live Chat Agent

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Chapter 12

Learn from Your Customers

The only constant with consumers is that they are always changing and evolving. What was popular or important with consumers yesterday, may not be today. What’s trending today in customer service may not be applicable or practical tomorrow.

Becoming an effective chat agent requires that you grow, learn and evolve as well. One of the most effective ways to do this is to learn from your customers.

Ask your customers what would make them happy or how they would resolve an issue or problem. Some of the answers you receive from your customers will be practical and you can then forward them up the chain so the ideas can be used to better serve customers in the future.

Always encourage your customers to rate or provide feedback on your quality of service. Convincing your customers to leave feedback will help you and your department as a whole to continuously provide better service.

Positive feedback will certainly bolster your confidence, but you should not necessarily fear negative ratings – as long as you are not receiving too many of them. Learn from your negative feedback, and apply the lessons to provide even better customer service moving forward.

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