RoundTableGroup.com
Marilyn James-Kracke = Visitor on RoundTableGroup.com
Joseph = Live Greeter
Joseph: Hi, this is Joseph. Welcome to Round Table Group! We connect attorneys with expert witnesses in all fields. Our role is to locate, assess, and deliver the best expert witness to help make our clients more successful.
Joseph: May I help you find an expert today?
Visitor 2095: I am one of your experts in pharmacology
Joseph: Great! May I have your name, please?
Visitor 2095: I was asked to help with a case but it has been delayed for weeks
Visitor 2095: Marilyn James-Kracke
Joseph: I see. Nice to have you with us, Marilyn.
Marilyn James-Kracke: I am new. I have not worked a case for you but I have done many others for lawyers and I am currently a key expert witness in a murder case
Marilyn James-Kracke: I teach medical pharmacology so I am very busy but I was just wondering what was happening at round table
Marilyn James-Kracke: my son lives in washington dc very near your company I think
Marilyn James-Kracke: he lives within a mile of the white house and your address is pennsylvania avenue too I think
Joseph: Yes, that is correct.
Joseph: How may I help you in your case?
Marilyn James-Kracke: I don’t believe you can help me really. Once before I visited your website and was amused that you have this online chat service
Marilyn James-Kracke: so I wondered if that happened by chance or you monitor your website this way
Marilyn James-Kracke: I am surprised there is not more need for pharmacology assistance in cases because physicians are not properly trained in pharmacology across american and drug errors are very common
Joseph: Well, we greet every visitor that visits our website so that we can assist them.
Marilyn James-Kracke: pharmacists are not really checking for drug interaction problems either
Joseph: Yes, I totally agree with you on that.
Joseph: I hope your case won’t be delayed any longer.
Marilyn James-Kracke: perhaps medical cases are not your most common types of cases you assist with
Marilyn James-Kracke: or maybe you have many experts in pharmacology but actually I believe my level of knowledge is very rare
Joseph: No, we have lots of medical cases in other states.
Marilyn James-Kracke: there is a shortage people well trained in pharmacology
Joseph: I’m pretty glad you signed up for us then. 
Joseph: And I’m glad you are one of those well trained experts in pharmacology.
Marilyn James-Kracke: well, I should return to teaching duties - I just popped in here for a change of pace
Joseph: No problem. We all need to relax once in a while.
Joseph: I’m glad you visited our website again.
Joseph: Is there anything else that I can help you with?
Marilyn James-Kracke: I was hoping to have an excuse to come to washington dc to visit my son but - well dream along with me
Marilyn James-Kracke: he is redesigning the interior of the world bank
Marilyn James-Kracke: no - just wish I was in DC
Joseph: That’s sad, I hope you get a chance to go here.
Joseph: You have a great weekend!
Joseph: Thank you for visiting our Web site. Please contact us any time to take your seat at the Round Table for a level of service, and a breadth and depth of experts that is unmatched!
Understanding your customer’s behavior and acknowledging accordingly.
How do you understand a visitor / customer’s behavior or mood when you are not confronting them face to face but via live chat? How do you actually acknowledge what they are saying, what are their priorities and vice versa?
Experience brings in to play here. You need to make an effort to show your customer that you actually are listening to what he or she’s saying. This is will result in, the customer will most likely to actually take you in a positive manner.
Secondly, you need to acknowledge what your customer is saying. There shouldn’t be any assumption. Acknowledging has different levels which needs your personal involvement. You need to listen, listen carefully to what he or she is saying and respond accordingly. For example:
A visitor says, I’m looking for a specific part, model #2456M2. You should acknowledge like; “Sure, I have that noted” so they know that they are on the same track. Another important part is observing their mood, for example; someone’s in a hurry, you need to figure that out and acknowledge, saying; “I can see that you must be in a hurry, let me have my manager get back to you. Is there a day or window of time that you would be available to speak with him?” and take his/her contact details. This way, you’ll be able to secure a lead and gain a potential client.
Don’t encourage them to continue being difficult or angry which interferes in the process of helping them. In short, acknowledge their feelings and refocus the conversation back to the problem solving part. This needs active listening, being focused and reflecting back a behavior which shows that you actually understood their needs and will try your best to solve it. Focusing on them, showing them that they are important plays is a big role in providing not good but excellent customer service.
Is your company’s customer service going the extra mile?
Question is, how does your company’s customer service is different from others? (In a positive way of course.) Are your people going the extra mile which might be not a part of their actual job?
I go to a store to buy a Camera with the assumption that I saw something on the Internet and thought, That’s the one I want.
1- I’ll go to Store A, I’ll ask the person there to show me the specific model I’m interested in, he takes it out, show it to me, I pay him and I go home! Now he must’ve been helpful during the purchase but did he did something special for me? Maybe not but me or the company he works for are happy with him.
2- I’ll go to Store B, same situation but the guy there gets involved, shows interest in what I’m buying. Gives me suggestions like hey, this is a great camera but when you take pictures at a higher ISO, it’s not that good! The result might be blurry! Takes out another one, $30 expensive than the one I had in mind but has a better result! Since, I’m buying something expensive already, it won’t hurt to spend a bit more and get a better camera!
This will result in me being more confident and happy that I got a better thing because of that guy. And I’m sure, I’ll get back to that same store If I’m looking for another item and maybe ask for that guy again! Will you?
Going above and beyond the call of duty means doing something that is not required of you as part of your job or obligations to your customer. But going the extra mile in customer service means doing something special or extra for your customers, even difficult ones, often display extreme gratitude and loyalty when you can show them that they are so important that they are worth going beyond what is required.
That is one of the secrets of providing excellent customer service, demonstrating through your actions that the person coming to you is special and important!
At Webgreeter, we teach, train our reps to do the same! Be cheerful, give the people they are talking to, an extra edge, help them in what they are looking for, improvise.. thus giving us the ability to be at the top of the level, being different than any other.
ISP’s utilizing Live Customer Support Services
Live customer support services are being utilized by almost every online business now! ISP’s are being heavily dependent on good live customer support services too, specially in UK.
At LiveAdmins, To provide good live customer support servicesfor online businesses, our Live Operators undergo training suitable for the roles they are assigned and completely act as employees of the businesses they are working for. Live Admins also supply Live Chat services to a site that provides ISP ( internet service providers). The job of Live Operator for this site calls for a very thorough and detailed training program to familiarize the Live Operators with the technicalities associated with the subject.
Website visitors want quick and the right kind of information and that necessitates the right kind of training. Our Live customer support Operators have all the knowledge regarding the product/services and the model of the businesses for which they work. When a Live Operator is not well versed with the product/service knowledge, then a delay in responding to visitors’ queries and providing incorrect information is inevitable, both of which succeed in losing potential customers. The right kind of education and coaching is, therefore, necessary for Live Operators to execute their jobs effectively.
In this instance, the Live Operators are trained in such a manner so that they can skillfully handle customers’ questions such as, “does the site provide mail forwarding service?”, “what are the connection charges, can you change the tariff?” or “what are the contract details, can the conditions change?”. To answer these questions, the Live Operators need to know the business inside out.
Our Live Operators are completely familiar with the services provided by the website and can confidently handle questions concerning these services. As mentioned before, the Live Operators need to familiarize themselves with all the technicalities associated with the subject for this job. Therefore, the Live Operator is someone who has more than a basic IT knowledge. This is so because Live Operators for this site are constantly asked questions such as “can the ISP set me up with my own domain name and provide web space on their server?” or “what security options does the ISP give?”. All this would be gibberish to a layman, which is why the right kind of training is essential.
Live customer support - Knowing what to do and when
This article is based upon the perception of the person behind the live customer support. When should he used a smiley while being engaged with a person through live customer support! The person needs to be equipped with the techniques of judging the person behavior or mood behind the computer whose he chatting with.
Although it seems like such a simple decision to make in live customer support, i.e. whether to use a smiley or not, when it comes to chatting live with potential customers this simple decision becomes a tricky one.
Consider the following situations for the many little technicalities involved in live customer support:
Live Customer support On a law website:
Live Greeter: Welcome to Law Firm. How may I help you today?
Web Visitor: my son got arrested last night for a traffic violation. What can I do? Live Greeter: live Chat smily we are here to help.
In the above situation, Live Greeter’s decision to use a smiley was inappropriate for the situation. If the Greeter wanted to show understanding and support, there were many other ways to do it with words rather than using a smiley. For example:
Live Greeter: Welcome to Law Firm. How may I help you today?
Web Visitor: my son got arrested last night for a traffic violation. What can I do? Live Greeter: I’m really sorry to hear that, but don’t worry - we are here to help.
In many cases, it is not the actual business model of live customer support that matters as much as each particular situation. Also, the tone of the web visitor can give many clues to the mood of the conversation. In a live chat, a Greeter must be careful towards these little indications to understand overall mood of the conversation. Consider, for example, the situation below for the same business model but a different type of visitor, situation and overall mood of the conversation:
Live Greeter: Welcome to Law Firm. How may I help you today?
Web Visitor: Hello there! Something hilarious happened yesterday and I got a traffic ticket! I want to fight my ticket … what should I do?
Live Greeter: livechat smily I can totally identify with that, and you’ve come to the right place. Live Greeter: We are here to help you fight your traffic tickets.
In the end, as our experience in training Live Greeters has taught us, there is-not hard and fast rule that can be set for using a smiley or not using one. It all comes down to basic common sense.
Beauty consultants can advise consumers about products according to their skin type and tone, hair type, skin sensitivity etcetera.
Just as the Online Beauty Industry is growing at an unprecedented rate, so will the use of Live Chat in this industry - because personal connection with your online consumers is the way for future growth and success.
Why wait to create that personal connection with your web visitors?
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Contact Us
www.webgreeter.com
www.liveadmins.com
Phone: 312-546-4114
Email: mikethompson@liveadmins.com