ℹ️CS Chat Guide

As a Customer Service Representative, here is your guide on how you can provide exceptional customer service to our customers.

1. Opening Spiel

• Welcome

• Introduction

• Ask for Name (username) and Registered Number

Sample:

Welcome to (Platform Name)! This is (Agent Name), For further assistance with your concern can you please provide us the following :

Username: Registered Number: Issue/Concern:

2. Gather

• Check BO (Back Office)

• Ask for the concerns.

3. Action

• Check BO

• Do follow-ups.

• Build a Rapport

Resolution

Solve The Problem immediately.

Pre-Close

Make sure the previous concern is already solved before ending the conversation. Ask the customer if there is still a concern that needs to be resolved.

Sample

" Is there anything I can help you with?"

Closing

For the closing spiel, do not forget to ask the player about the chat rating.

Sample

" It was a pleasure assisting you. I’d love to get your feedback Please give me a "LIKE"👍 button if my information or assistance is helpful. This will help us to improve our service

Thank you in advance! "

Remember that it is our responsibility as customer service representative to always show empathy to our costumers, acknowledge their frustrations and give our best to resolve their concerns.