E writ ewebinar-5_ways_to_write_great_chat_plus_plan_for_measuring_chat_socap_30jan14Presentation Transcript
Five Ways to Write
Great Chat to Customers
A Plan for Measuring Chat Quality
Leslie O’Flahavan, E-WRITE
January 30, 2014
Thanks for the opportunity
to present this webinar!
Why we are scared of chat
Darwin S: Hello Rosanne. Welcome to RitzCamera.com. I will be glad to assist you.
Rosanne: Hi - can I get my passport photo taken at your store in Silver Spring,
Darwin S: I suggest you to contact the RitzPix.com for further information
regarding the prints.
The agent is sending you to http://ritzpix.com/net/Help/.
Darwin S: You can also contact Ritz Pix at (877) 999-7489 for more information.
Rosanne: I am asking specifically about having a passport photo taken in the
store. Is that a service Ritz offers?
Darwin S: Please note that RitzCamera.com and Ritz Camera Stores are two
Rosanne: OK ... Which company should I ask about services offered in Ritz Camera
Darwin S: I am sorry; we do not have any information regarding stores.
Darwin S: Please contact the local store regarding prints.
Darwin S: Is there anything else that I may assist you with?
Rosanne: No, there's nothing else.
Failing to connect with the customer
Customer: Do you sell estate jewelry?
Geena: We do not sell estate jewelry at this time.
Customer: Oh well. Do you sell rings in an antique style, then? I might buy a new ring if it has an "old" look.
Geena: Our “Extraordinary Collection” can have an antique-look:
Customer: Ok I will take a look at that.
Geena: Are there any other questions I can help with today?
Customer: Yes, I would like a matching antique-looking ring for a man, too.
Geena: All of our men's rings would be here: http://www.ABCjewelry.com/wedding-rings/mens-weddingrings.
Geena: I am not too sure if there are any look antique-looking but I would suggest looking through. We may
also be able to do a custom or special order for you if you can't find what you are looking for. Special orders
take about a week to get an accurate quote. The design, building, and shipping time is then usually between 4
to 10 weeks. Due to this very individualized process, the special order may become a final sale, no longer
qualifying for the 30-day return period. It may be the same price, but it could also be approximately 20% to
40% more. We do not currently take orders or special order quote requests over our live chat system,
therefore, if you would like to proceed with this request, please call us at your convenience 24 hours a day at
Customer: Wow, that's kind of overwhelming. I had wanted to buy an estate ring, but I am open to buying a
new ring for me and one for my husband if it's antique looking.
Geena: I understand.
Customer: Um, thanks.
Geena: You are very welcome! I hope you have a great rest of your night!