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Written Conversations

Building relationships in writing: Chat, Email + Social Media

Estimated Time to Complete  (Minutes)

60

Learning Objectives

  • Identify the common characteristics of email, chat, and social media customer service channels.

  • Demonstrate 12 tips for building rapport and trust by leveraging professional writing.

  • Put live chat, email and social media etiquette principles into practice to interact with customers in an engaging and specific manner.

Course Overview

This course emphasizes the importance of written communication in the digital customer service environment. Participants will learn the role various digital channels -- live chat, email, and social media -- plays in delivering the ideal customer experience. Includes detailed best practices for responding via these critical digital channels.

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices assembled by listening to/reading millions of customer interactions, across a number of industries.  Ask about our customized courses for your industry.

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