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Lets take up a situation here. Suppose there is a customer who has an unresolved issue and while speaking to the CS Agent the customer is literally shouting over the phone. How do you think that the Agent will feel? Certainly he will try to contain the situation and try to dial down the his aggression in the conversation using empathy and his soft skills but if that does not works then what will the agent do then? Then the agent's attention will divert from resolving the issue to closing the call as soon as possible.
All this can be easily avoided on Chat as there is no Voice contact which can help the agent to focus on customer's issue with empathy and soft skills the agent can contain and de-escalate the situation which will lead to a happy customer at the end.
We all know that customer service is about communication it's either face to face or through internet. There is no difference in chat and email, let's say it will be the future of the said company by modern using or through the expertise of the one who will do those things it will indeed. It's not about the modernization through technology it's about how you will satisfy each and every customer and how you will serve your best service that's the important thing and the main purpose of customer service. Thank you.
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