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Rated 4.9/5

2,060 reviews on

Professional Live
Chat Conversations

Duration: One Day

Live chat is the fastest-growing support channel and the most popular form of communication.

Hamilton Mercer’s Service Methodologies™ equip professionals with the skills to handle live chat interactions effectively, ensuring customer satisfaction, brand consistency, and operational efficiency.

Certification

Certification

  • This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

    Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

Audience

  • People of all experience levels and seniority who use live chat to communicate with existing customers and prospective customers.

Learning Objectives

Learning Objectives

  • Upon completing this course, learners will be able to:
  • Understand the key principles of professional live chat communication.
  • Apply best practices for clear, concise, and empathetic chat interactions.
  • Enhance customer satisfaction through active listening and problem-solving.
  • Manage multiple chat conversations efficiently without compromising quality.
  • Leverage chat tools and automation to improve response times and effectiveness.

Return on Investment

Return on Investment

  • Performance outcomes include:
  • Faster and more effective customer query resolution.
  • Improved customer satisfaction and loyalty.
  • Increased efficiency in handling multiple customer interactions.
  • Reduced escalations and improved brand reputation.
  • Better utilisation of live chat tools and automation for business growth.

Course Content

Course Content

Learning Outcomes

  • Define key principles of live chat etiquette and professionalism.
  • Identify differences in communication styles between live chat and other channels.
  • Understand the impact of response time and tone on customer experience.

Service Methodologies

    • Introduction to Live Chat
    • Live Chat Etiquette & Professionalism

Learning Outcomes

  • Create a strong first impression by putting the customer at ease and building rapport.
  • Use proper sentence structure to communicate clearly, persuasively, and lead interactions.
  • Apply live chat-specific language and tonality for effective communication.

Service Methodologies

    • Structuring Live Chat Conversations
    • Live Chat Language & Tonality

Learning Outcomes

  • Collaborate with customers to gather key information and provide effective assistance.
  • Enhance understanding, prevent misinterpretations, and speed up conversations.
  • Confirm customer needs are met and ensure clarity on next steps.

Service Methodologies

    • Questioning & Clarification Techniques
    • Closing Conversations Professionally

Learning Outcomes

  • Utilise canned responses effectively while maintaining personalisation.
  • Develop time management strategies to handle multiple chats efficiently under pressure.
  • Set clear expectations with customers regarding wait times and resolutions.

Service Methodologies

    • Mastering the Use of Canned Responses
    • Handling Multiple Conversations Simultaneously

Learning Formats

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Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

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Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

View Course dates
Make an Enquiry
Read Reviews

Learning Solutions

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

  • Length: One Day.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
  • Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
  • Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
View Course Dates

Option 2
Tailored Training
Develop Teams

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Option 3
Transformation Programme
Develop Teams & Culture

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
  • Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Scheduled Course Dates

Classroom & Live Virtual

Scheduled Course Dates

Classroom & Live Virtual

Classroom & Live Virtual

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert  Facilitators via Zoom.

Do you have more than 3 learners?

A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom  (at your offices) or Hybrid training.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Testimonials & Reviews

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“Very good instruction. Good role plays. Good interaction. Delivery style was good. Humorous at times but serious when it needed to be. Course content was relevant and very well laid out. Awesome course.”
Panasonic Avionics Corporation, Regional IT Manager
Panasonic Avionics Corporation, Regional IT Manager
“I have enjoyed the training a lot. I have already used some tips in today’s escalation. The trainer was very nice and answered all the additional questions we had. Highly recommend.”
Pennon Water Services, RSC Advisor
Pennon Water Services, RSC Advisor
“I have learnt to take time out to get facts and assess a customer before I respond to difficult situations.”
Berkeley Group, Design Coordinator
Berkeley Group, Design Coordinator

Public Sector

“Really enjoyed the training it was relevant and useful to all our team, excellent techniques to help when dealing with difficult people. Thank you.”
Wakefield Council, Team Leader
Wakefield Council, Team Leader
“I think this course is really helpful, for me especially. I have learnt a lot that will help me in future, as I would like to go into learning. I have learnt new strategies, and enjoyed it.”
Westminster Academy, Learning Support Assistant
Westminster Academy, Learning Support Assistant
“I found the course useful and engaging. I have learnt techniques that I will be able to use in interactions with our members.”
Institute of Biomedical Science, Membership Officer
Institute of Biomedical Science, Membership Officer

Third Sector

“I was impressed that Simon was briefed on our work areas and tailored situations to each individual accordingly. Very thought provoking, it has made me think more of dealing with people from a psychological standpoint.”
Phoenix Community Housing, Community Resource Coordinator
Phoenix Community Housing, Community Resource Coordinator
“Very good content overall. Course was delivered in a concise, effective and easy to understand way. Very useful – has given me a lot of tools and skills to take away.”
Wellcome Collection, Sales & Events Coordinator
Wellcome Collection, Sales & Events Coordinator
“Course content was good and realistic . Gave good helpful solutions to solving problems. Learnt how to deal with difficult customers.’
Royal Society of Medicine, Restaurant Manager
Royal Society of Medicine, Restaurant Manager

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

930 High Road
North Finchley
London
N12 9RT

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
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Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer