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chat checklist
Pre-Chat Preparation
Ensure all necessary software and tools are functioning properly.
Review any relevant customer information or history.
Prepare answers for frequently asked questions.
Set a quiet environment to minimize distractions.
During the Chat
Greet the customer warmly and introduce yourself.
Listen actively to the customer's concerns or questions.
Use clear and concise language.
Confirm understanding by paraphrasing the customer’s issue.
Provide accurate and helpful information or solutions.
Ask if there is anything else you can assist with before ending the chat.
Post-Chat Actions
Summarize the chat and document key points.
Follow up on any unresolved issues or promises made.
Review chat performance for areas of improvement.
Gather feedback from the customer if applicable.
Update any relevant customer records or databases.
Continuous Improvement
Attend training sessions or workshops to enhance skills.
Share insights and best practices with team members.
Review customer feedback and adjust approaches accordingly.
Stay updated on product or service changes that may affect interactions.
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