LL - Chat Training Checklist

CHAT CHECKLIST

1. Introduction to chats - Customer Service through chats

1. Definition of Customer Service the HeroCo way
2. Discussion of “Subtle Selling”
3. Discuss how to create memorable experience with customer - setting of expectations. 

2. HelpScout.

1. Discussion - What is HelpScout

1. Discussion - How to Login to Chats/and go avail

• How to start chatting with customer

• How to disconnect from chats
• How to use saved replies

3. Discussion on QA form. (Make sure trainee will have a copy of QA form)

• Discuss each entry on the QA form. 

4. Do's and Don'ts on chats

1. DO make sure to leave a positive experience for all customers.
2. DO make sure to use formal responses.
3. DO make sure to converse in a friendly manner to customer. Read through each response to make sure you can answer all the questions customers will ask. .BE ATTENTIVE to customer’s needs. 
4. DO verify the customer’s information before providing any details on order.  
5. DON’T abbreviate words
6. DON’T forget to use “You’re welcome” and “Thank you” in your conversations. 
7. DON’T use any smileys in your conversation

5. Discussion on Canned Responses/ Discussion on Common Scenarios on Chats 

1. 2 types of chats - People who are inquiring about our products / People who have a request regarding order. 
2. If customer inquire on products, make sure to highlight benefits of taking our products and the freebies as well. 

• FREEBIES will be free Guides, free shipping, money back guarantee. 

6. Practice Chats