Some people are hard to please, or they simply get upset over silly things. Most of the time, your chat agent team will be able to handle customer issues. After all, that’s their job. But once in a while, things will escalate—and the greater experience of the team leader will be required.

You will help by taking over the problem. Many customers will be reassured to hear that a team leader or supervisor is now taking over their concern. Your role will be to diffuse the situation, find out what the real problem is and find a resolution.

The golden rule here is to go the extra mile to resolve the issue, no matter how inconvenient that may be. If the customer has made a purchase, you may have the authority to issue a refund, or send a replacement product. Do whatever you can to make the customer feel their needs are being attended to. Your goal should always be to turn a negative experience into a positive one. 

It’s also a good idea to record chats or calls with the customer, so that you can replay to other members of your team later. That way, everyone gets a chance to learn from the experience. 

Dealing with problem customers is not always fun, but resolving such issues satisfactorily may be very rewarding. It’s all part of the job. As team leader, you get paid to show everyone the right way to deal with customers. 

As team leader, you are the connection between the live chat agent team and the company’s senior management. Of course, the board will want to know that the chat team is performing a useful function and that customers are happy with the experience.

Because of this, reporting to senior managers is a key part of the job. Once again, your chat software will come to the rescue here, because reports will be created for you automatically. You will be able to create detailed reports that show how each agent is performing, and the customer satisfaction levels they achieve. 

You can drill down into first response time, efficiency and other core metrics the senior management team will want to know about. You can also export the data into a spreadsheet ready to present to managers online. 

You will probably provide quarterly reports of progress being made. Managers will give you feedback and identify areas where they expect to see improvement. Then in the next quarter, you can implement plans accordingly. 

Making a good impression here is a great way to get a leg up in the company. If you can impress the board of directors, you can skyrocket your way to more money, fast!

For example, you may receive bonus payments if you can shorten response times or improve customer satisfaction levels. There’s lots of ways a good team leader can make extra cash, so you could set yourself on course for a six-figure income.  

Now you can see how our Chat Jobs Database opens up a wonderful new world. You can start as a Beginner, getting paid $20-$30 an hour for doing Customer Assistant work. Then increase your income by moving into the Intermediate roles, where you may take home $30-$40 an hour. When you have more experience, you can cherry-pick the Advanced jobs—pocketing $40 an hour, or more.  

All of that is waiting for you right now.  You’ve finished the Day 3 training, and it’s time to start making money! After this Intro Course, you will have access to our entire SocialSaleRep Chat Jobs Database. In next to no time, you will be banking real money.

Thanks for taking the time to complete this 3-module welcome course. We know it will put you on track to be  a top earner. One more thing before you go, though. Complete today’s Actions Steps to set yourself up for success.