Live chat lets you save and share the transcript of your chat. Part of the reason is because it is much harder to listen to a 5 minute audio recording, than read a few lines of text. Share your conversationĪlthough customer service calls do get shared on YouTube, they rarely become as viral as “Cpt. It’s fine to have a bit of fun, but at the end of the day you must be able to provide your customer with a useful answer. Mike” provided some comedy value, what’s more important is that he managed to quickly diagnose and solve the problem. Most importantly, a customer comes to a help line because they have a problem. Over the phone, the humor of the situation may have been lost as the customer may have become confused. Mike” was using live chat he was able to see immediately whether his customer was a fan of Star Trek or not. So, it is very important that the customer service agent learn to gauge the temperament of the customer and act accordingly. Norm”, it could have turned out very badly if the customer was in a rush or didn’t understand the Star Trek reference.
Understand your customerĪlthough this experience turned out to be hilarious, with the customer participating actively as “Lt. How do you do this? Simple! Remind your employees that they represent a company who loves their customers – and as such, they should love them, too. By empowering their team, Netflix has ensured that their customer service agents will have the autonomy to provide delightful support. Norm”, we probably would never have heard of this humorous exchange. Mike” had been forced to stick with a script when responding to “Lt. So, what customer service and live chat tips can we learn from Netflix and “Cpt. For the full text scroll to the end of the article. This is a snippet of the conversation between “Captain Mike” and “Lt.
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