Have you ever found yourself frustrated with a live chat support experience? You're not alone. Despite being designed for quick and efficient customer service, live chat often falls short of expectations. But here's the good news: it doesn't have to be this way. Let's dive into why most live chat su...

Delivering bad news to customers is one of the toughest challenges in customer service. Whether you're informing them that their order can’t be changed or that a much-loved product is unavailable, these moments can be delicate and have the potential to escalate if not approached thoughtfully. But wh...

Let's face it: if we could always say "yes" to our customers, our jobs would be a breeze. But that's not the reality we live in. Sometimes, we have to give bad news, explain that there's no immediate solution, or can't meet a customer's expectations. So, how do we navigate these complex situations w...

Have you ever found yourself in a tricky situation where you simply can't give a customer what they want? It's a common challenge in customer service, and it can leave even the most experienced professionals feeling stuck. But don't worry - I've got a powerful three-step framework that will help you...

I'm really excited to let you know about my newest LinkedIn Learning Course - "Delivering Exceptional Live Chat Support: Drive Results and Loyalty." This course is designed to help customer service professionals and managers gain essential skills to excel in live chat interactions and build long-las...

Expert Tips for Effectively Handling Live Chats and Bringing Them to a Close, Even When You Can't Provide the Desired Solution

If you could always give customers what they want, your job would be easy. But, sometimes, there is no solution or no solution at the moment. So, how do you move your conve...

Ending a live chat with a customer, especially when you can't fulfill their request, requires tact, empathy, and clear communication. Here's a structured approach to handle such situations:

Express Empathy

Start by expressing understanding and empathy towards their situation. This helps in maki...

Working in customer service, especially in a live chat environment, you will encounter angry customers. These interactions can be challenging and emotionally draining. However, it's essential to remember that customers' anger does not reflect your worth; instead, it's a signal that something in thei...

People will forget what you said.
People will forget what you did.
But people will never forget how you made them feel.

Maya Angelou said that.

You can create rapport with customers and even preempt escalations using the right words and tone. The wrong words or attitude puts customers on the defensi...

I'm creating a new online course focusing on helping chat support agents create rapport with customers, preempt escalations, and drive interactions to closure faster! Tell me what you want in a live chat support course so I can make it awesome. 

Click here to give me your feedback here!

No single language choice makes live chats and emails sound more human than well-chosen pronouns. 

Personal pronouns are: I, me, you, we, us, he, him, she, her, they, them.

You already use personal pronouns every day in texts and in conversation. We all talk with the natural, casual tone tha...