“Chatiquette” or chatting with impact

Customer-friendly and proactive communication through chat and social media

The number of customers and prospects contacting you through chat and social media is growing rapidly. Chat is accessible, fast and ‘live’. As a business owner or service agent, you also experience the benefits: chat allows you to help your customers efficiently. What’s more, you can easily share additional information or instructions. It’s a win-win situation. However, it’s not always easy to gauge what customers expect from chat or social media, how much detail they want or what tone of voice is best to use (formal/informal).

Chat tailored to your customer

In this training, you will learn to accurately assess the ‘type’ of customer you are communicating with based on their chat style. You will learn to tailor your communication and arguments to that customer. This will enable you to always achieve pleasant, efficient and convincing customer contact.

Contents of the “Chatiquette” training

• Customer communication through chat: current trends
• 5 techniques to optimise your chat:
  • Know your customer
  • Speak your customer’s language
  • Offer concrete customer benefits
  • Write in clear language
  • Fascinate, surprise, persuade
• “Chatiquette”: do’s and don’ts on chat and social media
• Know your medium: Facebook, X, Messenger, WhatsApp, your own channels, etc.
• “Proactive Challenge”: use inspiring stories and persuade your customer

Approach

Interactive training with various working methods:

• Assignments
• Exercises in small groups
• Consultation and exchange
• Analyzing and finetuning examples
• Tips and good practices

Result

Boost your chat skills and learn to communicate effectively with every type of customer. Formulate your sentences fluently and clearly, using the right tone and arguments. Participants in this training are very enthusiastic about the content, approach and learning outcomes.