Appointment setting/cold calling/customer service/virtual as

Like being on the phone with that one aunt, chats can spin out of control. Being able to bring a chat back to the purpose of the conversation is helpful. Pro tips: Get on the same page — make sure you and your customer are both talkingabout the same thing. Set expectations — let them know if you need to step away or if they will need to wait. Build boundaries — have prepared responses for tough situations, like customers being abusive. Switch channels smoothly — if you need to move a chat to email or phone, do it gracefully.

Because of the technology-focused nature of the role, having technical skills can help support representatives understand the problem that a customer encounters. It can also help them understand the logic behind the troubleshooting tactics. They can apply their technical skills to the company's products or services and use their knowledge to learn about its software, hardware, or devices.

Dealing with unhappy customers and handling complaints is an almost inescapable duty of many customer service employees. This applies especially to frontline reps, who are usually the first point of contact for customers. Agents need to be trained for a wide range of customer service soft skills. Such as good listening, clear communication, empathy, ability to use positive language, etc. Therefore, being able to diffuse frustrated customers and ensure effective and successful complaint resolution. For example; let’s just say an agent is facing a conflict that is beyond the scope of what he/she can handle. In this situation, the agent is responsible for escalating the customer to the appropriate internal teams.