Customer Service via Live Chat (in Polish)

HILLWAY Training & Consulting is a Polish training and consulting company, established in 2011 by experienced industry practitioners. We specialize in developing competencies and qualifications through high-quality business training – including soft skills, hard skills, and industry-specific training. We focus on real business challenges, offering dedicated training programs and consulting projects in areas such as management and leadership, sales, customer service, effective communication, HR, debt collection, and call center operations. What sets us apart is our individual approach to clients, commitment to high quality and effectiveness, flexibility, and a team of expert practitioners. We conduct projects throughout Poland and abroad. Our mission is to support the development of companies and employees by providing knowledge and tools ready for immediate application. More information can be found on our website hillway.pl

"Customer Service via Live Chat" is a program that prepares employees for professional communication with clients through one of the most frequently chosen contact channels – online chat. The training addresses various organizational needs: both for those who are just implementing chat and for those who already use it and want to improve service standards. Participants will learn about chat types (reactive, proactive), best practices, and challenges of this communication channel. During the workshops, skills for effective and empathetic responses to customer inquiries, adapting communication style to the audience, handling difficult situations, and building a professional company image will be developed. Participants will also learn how to create and use response templates, conduct conversations according to etiquette rules, and measure customer service quality on chat using KPIs (e.g., CRT, STT). The training is tailored to the realities and needs of your company – even at the level of designing the process and communication with clients before the chat is implemented.

The training is intended for a wide audience, including:

• customer service department employees implementing chat
• individuals who have previously conducted phone or email contact
• sales and help-desk teams using chat in their daily work

The main objectives of the training are:

• understanding the specifics and requirements of working on chat
• developing written and empathetic communication skills
• shaping a customer-oriented attitude and professional online service

Participation in the training will bring participants a range of benefits, such as:

• greater confidence in conducting chat conversations
• ability to respond in difficult situations
• better service quality and customer satisfaction
• consistent company image in online communication

"Customer Service via Live Chat" is a training composed of 5 modules that combine theory with practice and conversational exercises:

• Module 1: The Role of Chat in Customer Service
  • customer preferences regarding contact channels
  • reactive and proactive chat – differences and applications
  • chat vs. phone, email, form – comparison
• Module 2: Communication on Chat
  • conversation structure step by step
  • naturalness and professionalism in communication
  • adapting style to the audience
• Module 3: Templates and Etiquette
  • when and how to create ready responses
  • communication culture rules on chat
  • emojis, starting and ending conversations
• Module 4: Difficult Situations on Chat
  • reacting to lack of knowledge, controversies, and customer emotions
  • ways to end a conversation with a troll
  • redirecting the customer to another channel
• Module 5: Quality and Chat Metrics
  • basic KPIs: SRT, STT, CRT
  • monitoring quality and effectiveness
  • case study: how to measure and analyze conversations

Training duration: 2 training days - 16 hours with standard training breaks

• Training materials
• Trainer's travel to the venue
• Training management
• Training needs assessment