business professional

We mean… before you connect. This is a rhyme that companies use to encourage their sales representatives to have a cheerful presence when they make sales calls over the phone.

When engaging in professional chat with customers online, that cheerful presence is no less important than it is when talking with customers over the phone or in person.

Compare these two live chat scenarios:

1.

Dana is having a bad day. Her son is at home sick with an ear infection, and kept her up crying last night. She logs onto her work computer, frowning as she thinks about how long her day is going to be. When she receives her first chat message of the morning, she responds like this:

Alan: Hi

Dana: Hello. How may I assist you?

Alan: My 3G data is not working internationally. Can you help me?

Dana: Yes, one moment please while I pull up your account.

Even though Dana is not face to face with her customer, her mood is reflected by the curt nature of her responses. Let’s see what happens when Dana approaches her professional chat with a smile.

2.

Dana is having a bad morning. Her son is at home sick with an ear infection, and kept her up crying last night. As she logs into her work computer and starts up her live chat, she takes a deep breath and manages a small smile. She responds to her first chat message of the day like this:

Alan: Hi

Dana: Hello, and welcome to Live Chat! How may I assist you today?

Alan: My 3G data is not working internationally. Can you help me?

Dana: Absolutely, I’d be glad to! Allow me one moment to pull up your account.

    This time, Dana managed to greet the customer in a way that was friendly and warm. By smiling, or at least having your emotions relaxed and in check before you start your chat, your tone will be more inviting, and your efforts to help your customer will seem more sincere and genuine. You are also less likely to be interpreted by your customer as being curt or rude, which will boost both your professional chat reception and customer confidence.

 

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