Use the Right Language to Build Rapport and Sound Personable In Chat

Chat symbol and Quotation Mark

I once chatted with QVC about the status of a return. I just wanted to confirm that my return was received, but I walked away from the chat session with a WOW reaction. The WOW started with this message from the Representative:

“Ms. Golden, I’m so sorry the camcorder hasn’t been processed yet.  I know you’re anxious to have this completed.  The return processing time can take up to 17 days from the date an order is returned to QVC.  I hope your item is processed soon.”

Here’s what I loved about the response. The agent used my name, which made the communication more personal. She related to precisely what I was feeling. I was feeling anxious about my return, as that was a $1,000 camera. I liked the delicate touch of, “I hope your item is processed soon.” That added to the personal feeling and made the entire interaction feel genuine.

I liked the QVC chat so much that I used this example in my brand new Chat Customer Service eLearning course that we’re releasing on March 19th.

QVC Chat
One of the things my new Chat training explores is how to use the right language to make your chats build rapport, and sound personable. Making chats pleasant is easy when you do four things.
If you’d like a sneak peek into one module of my brand new Chat course, learn my 4 Keys for Using the Right Language to Build Rapport in Chat in the video below.


P.S. We’re also launching a brand new course on Text Interactions. Be looking for the announcement on our new classes and our updated courses within the next two weeks.