From the course: Delivering Exceptional Live Chat Support: Drive Results and Loyalty

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Mirroring language and tone in live chat

Mirroring language and tone in live chat

From the course: Delivering Exceptional Live Chat Support: Drive Results and Loyalty

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Mirroring language and tone in live chat

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- There is an instant connection when I see a woman with natural hair or an afro. I've struck up engaging conversations with strangers in airports, workshops, and restaurants based on a connection through hair. What's happening is people notice similarities between themselves and others, and the commonalities form a quick connection. You can connect with customers over chat in a similar way by mirroring your customer's words, emotions, or tone. In live chat, mirroring a customer's language and tone means matching their communication style. It means responding to reflect the customer's emotional tone, pacing, vocabulary, and overall communication style. By aligning your language and tone, you establish rapport with customers. Here are four techniques for mirroring your customers. First, mirror the customer's pacing and style. Adapt your response length and pacing to match the customer's communication style. If the customer writes long, detailed messages, give them a lot of detail, like…

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