5 important behavior tips for live chat operators

5 Important Behavior Tips for Live Chat Operators A lot has been said and written about the etiquettes of live chat operators, but the topic never gets old. Maintaining a proper behavior of the chat operators is so crucial for excellent online chat support services that no advice given in the matter can ever go in vain. But, as they say, it is easier said than done and many times advice given to operators is quite difficult to follow. Here are some fundamental tips which are easy to follow and prevent the operators from making bigger mistakes: Keep your opinions to yourself The first thing that you need to learn being a live chat operator is to keep your opinions to yourself. Do not tell customers what you think unless you are asked. Obviously, if you work for an apparel store or a jewelry store sharing your opinions would make sense. But, if you work for the complaints department it is highly advised that you keep your opinions to yourself.

Never beat about the bush No matter how hard the truth is, just say it and never beat around the bush. Get to the point instead of rambling as it can frustrate the customer. When a customer asks about the restocking of a product, tell him what he is asking for instead of going into unnecessary details and excuses.

And remember, never tell your customer a lie; instead, try to be honest as much as possible.

Make your own decisions Being an operator it is your job to follow instructions of your customer services manager. You are supposed to act the way you have been told by the seniors. Which is good, but sometimes you have to face situations where you need to make decisions on your own. For instance, you encounter a customer who you think should be transferred to another operator; do not wait for an approval from your seniors, just do it yourself.

Be friendly yet firm It is good to be friendly with the customers but it is equally essential to be firm and direct. In a live chat environment it is not possible to make your wit come across easily so try to subside it.

Be warm and welcoming, send a smile or two but do not stray from the path and stay focused on the problem.

Give your full attention The only way to effectively solve a customer’s query is to stay focused on the problem at hand.

Instead of dividing your attention, keep it focused on the customer you are dealing with. Listen patiently and calmly and try to find the best solution to the problem.

The above mentioned tips can help the operators in providing excellent online chat support services – the kind which is expected of them.