Workshops that are fun, easy
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Essential Webchat Skills — 1 Day Workshop

This hands-on and enjoyable one-day workshop is a valuable introduction to how you can arm your advisors with essential webchat skills. It’s designed to improve the webchat experience and outcomes for your customers, advisors and organisation.

Who's the workshop for?

Whether you’re a business or public sector organisation the workshop will be of real benefit. Contact centre managers, team leaders and trainers will find it especially useful as it covers how you can go about managing webchat better, our latest consumer research, best practice principles, webchat conversation exercises for advisors, as well as hints and tips.

How will the workshop help your webchat communications? 

We cover the webchat writing essentials: what to write, how to write it, practical exercises, hints, tips and best practice principles. And, we do it all with the very clear objectives of improving customer experiences and outcomes: 

• Improving service scores — enhancing Customer Sat, Net Promoter and Customer Effort
• Increasing customer advocacy and preventing damage to your reputation —
improving the prospect that customers will promote you to family and friends as well as on social media and review sites 
• Cutting costs: First contact resolution / Next contact avoidance  — reducing wasted time and effort by cutting the likelihood that customers will contact you again 
• Advisor Developmentmotivating advisors with the essential skills they need to improve their webchats
• Boosting salesconverting interest into actual sales 

The workshop at a glance

What customers want — our latest consumer research, exercises and discussions that’ll help you better understand what your customers are looking for, and how you can give it to them.

What to write — Practical exercises that’ll help your advisors develop rapport and show empathy. This includes using the right language and how to adapt a webchat to fit different customer types.

How to write it — Getting your tone right: why it’s so important and exercises that'll help your advisors develop the way they webchat.

Managing webchat — From quality assessment to recruitment and training, the steps that your organisation can take to improve webchat.

Any questions? — Your webchat communication questions answered.

Want to know more?

Next public workshop dates and locations
This course is currently only available as a private workshop. 
Get in touch for the latest on when and where our next public workshops will be.

What's included?
The workshops start at 10 in the morning and last until 4 in the afternoon. Lunch, refreshments and exercise handouts are all provided.

How much is it?
It's £300 (ex VAT) per person.

If there's more than one of you, we can offer a discount. If you want to train a larger group or even the whole contact centre, have a look at our private course and programme options.

Private workshops — let us come to you
If you'd like more of your managers, team leaders and trainers to benefit from the workshop, we're happy to come to you. Private courses are for up to 12 people, will be more cost effective for larger groups and we can tailor some of the content for your organisation.

 

What they say...
Stephen Brennan – House of Fraser, Contact Centre Support Services Manager

"I am not exaggerating when I say the webchat training was outstanding and extremely well received by all of the agents and managers that attended. They all came away with a new perspective on how to communicate with our customers.  I already have the team asking when we can do more!"
Martin Simper – Virgin Media Procurement Director

"Your workshop was very informative and the team really enjoyed it. Great interaction, lots of fun and we could really relate it to what we do . ."
Matt McEnroe – Which?, Head of Member Services,

"Excellent interactive workshop, thanks!"

Who's leading the workshop?

The team who create our programmes developed the workshop. Their skills cover voice performance, education, linguistics, consumer insight, management and service.

Workshop leader - JaninaIt’s led by Janina Heron who's helped some of the biggest UK companies (including Virgin Media and Allianz) develop how they communicate with their customers. She trained as an actor and combines her knowledge of voice with psychology having also qualified as a Neuro-linguistic Programming (NLP) licensed practitioner. 

 

 

Webchat communication programmes

Our tried and tested programmes will give you everything you need to improve your webchat service and meet business objectives:

  • Discoveries — mystery shopping, benchmarks and what can be improved as well as how
  • Reference guides — easy to use guides for advisors
  • Canned responses — copy-paste examples for advisors to use and adapt
  • Workshops — Essential skills for advisors and trainers
  • eLearning — Follow up learning for advisors and training for remote workers
  • Management — Score card design, calibration workshops, reference examples and advisor tests
  • Ongoing support — Coaching activities and SMARTS

Want to book or need more information?
Email workshops@soh.co.uk. Or call 0208 996 5888.