Manila

DC CHAT
TRAINING

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Course Introduction
Chat is a growing way for our customer to interact with at Kohls.com. While
customers choose to Chat for various reason, their expectation remains the
same: a Great Experience!
The goal of this program is to teach you how to effectively handle Chat
interactions. We will discuss the systems used to support our work and the
techniques necessary to make us successful.

Delivering Service Excellence- Every Customer, Every Channel,

Every Time

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Course Objectives
After this class, you will be able to:
Demonstrate the behaviors of a successful Chat Associate.
Demonstrate how to navigate Chat systems.
Complete proper verification and documentation for all Chat
interaction

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Chat Best Practices

Brevity and staying on
point

Limit the number of words per sentence to

reduce confusion and directly respond to prior
customer question
Conversations should remain short and on point.

Grammar, spelling and

sentence structure

Use most grammatical rules, including

capitalization and punctuation.
Conversations should remain short and on point.

Voice and tone

Use a Conversational, upbeat and Customer

Friendly tone.

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Terminology

Personalization

Avoid slang, clichs.

Avoid unnecessary use of technical terms that
may require readers to slow down to understand
meaning.

Use the customer name and other customer

provided information to personalize response.

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Addressing the customer

The customer should be addressed by the name they sign with or by first
name.
Example:
Hi Jane! Im glad to assist you with your Kohls Cash inquiry today.

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Capitalization
Kohls Charge is a proper noun. We should always capitalize Kohls Charge,
but not account.
Examples:

Kohls Charge card

Kohls Charge account
Kohls shopping account

When referring to the eFC, use the term Kohls.com Fulfillment Center or fulfillment
center. All order statuses should be uppercase, with quotation marks surrounding the
status type: Fulfillment status / Submitted status

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The following should be written as such:

e-mail
Central Time
Kohls e-Gift Card or Kohls.com e-Gift Card
Kohls Gift Card or Kohls.com e-Gift Card
Kohls Sale Alerts or Kohls.com Sale Alerts
e-Commerce
SKU (not sku)
UPS
manager on duty
midnight
central time
FedEx
USPS
KMC - Spell out the first time you refer to it, then enter KMC in parentheses,
then refer only to KMC for remainder of conversation. (Your Kohls
Merchandise Credit (KMC)This KMC)

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Active Voice
Writing in the active voice means constructing sentences where the subject
acts:
I sent your Kohls Cash.
You can expect a credit in 10-14 days.
Our team will follow up with a resolution.
In each of these sentences, the subject (I, You and Our team) performs
the action of the verb (place, expect, will follow up). The sentences are
punchy, direct and make it clear who is doing what.

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Professionalism
Your Chat interaction is a reflection of Kohls!
Avoid using text phrases and emoticons, even when your customer
does.
Examples:
Lol, , Xtra, btw

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Top 10
Grammar
Rules for
Chat:

1. Minimize use of sentence fragments and do not use run-on

sentences.
2. Watch the built-in spell checker and fix spelling mistakes.

3. Use periods at the end of complete sentences, and

question marks after direct questions.
4. When writing large numerals, use a comma for the
thousandths place, e.g., 1,000.
5. Capitalize the first word of a sentence, proper nouns, and
the direct word of a salutation/closing.

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Top 10
Grammar
Rules for
Chat
contd:

6. Use commas to separate words and word groups with a

series of three or more
7. Use active voice.

8. Maintain Kohls identity while avoiding slang and overly

technical terms.
9. For currency, use a dollar sign, decimals and a comma for
thousandths place, e.g., $1,234.56
10. Use capitalization with words followed by Kohls, e.g.,
Kohls Cash, Kohls Sale Alerts.

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How Do Customers Chat With Us?

Customers can access Chat in two ways:

Customers that place an order at Kohls.com can reach chat
by clicking on the Contact Us link in their order
confirmation email.
Customers can access Chat on some Frequently Asked
Question pages on the Customer Service link on Kohls.com.

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Chat Landing Page From Order Confirmation

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FAQ Page which Contains the Chat Now option

Note: The Chat option is only available on certain question pages.

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Either way, when entering

Chat, Customers complete
an initial form with their:
Name
Email address
General description of
their question.
This information will be
provided to you once you
receive the Chat.

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Logging in Chat

You will use the Connect system to login to Chat. Chat is controlled by the
Live Media Bar in Connect.

Many of the actions you will take in the Chat Console will seem very
similar to actions you have taken using Interaction Client while working
in other channels.

You will continue to use Interaction Client in combination with the Chat
Console.

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Logging in Chat

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Logging in to Chat

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Receiving Chat
To receive a chat:
1: Use the dropdown arrow to change your status to Available.

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Receiving Chat

2. When a customer requests a chat, you will receive a pop up window called
a Toast in Connect. Click Accept to receive the incoming chat.

When the Toast appears, it is important to click Accept. You only have 15
seconds to accept the Chat.

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Receiving Chat

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Receiving Chat

1
2
3
4
5
6
7

This is the name that the Customer entered on the Chat Form
This is the Question that the Customer entered on the Chat Form.
This is the Customers Contact Record Information in Connect.
This is the Queue based upon the reason the Customer indicated as the
reason for the Chat.
This is where you will see the responses from the Customer.
You will enter your text to the Customer here.
By clicking Send your message will be sent to the Customer.

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Chat Verification and Chat Handling

To assist a Customer with their order, we first need to verify their identity.
The correct verification process is:
Obtain the Billing Name on the Order.
Obtain the Full Billing Address on the Order (including City, State and ZIP
Code).

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Order Assistance
We are able to assist with all Order Inquiries. However, for
Customer security, we do not send or request any Credit
Card information via Chat.
We do not place orders for Customers via Chat.
While you can not place an order for a Customer, if the
Customers order requires some adjustment, you can make it
within that hour!

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Requesting a Customer Call to Call for

Assistance
For Customer Security, we do not discuss certain items via
Chat.

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Orders Rejected by the Fraud Team:

Should a customer contact us through Chat on either matter,
advise the Customer the following:
For security purposes, please contact 1-888-890-1755 for
further information on this order. I am sorry that I am unable to
assist you with this matter through chat.
Do not provide any additional information to the customer
through Chat. Additionally, we should not reveal to the Customer
that their order is being handled by the Fraud team.

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Kohls Charge Inquiries:

For inquiries related to Kohls Charge accounts, please

advise the following:
For any questions related to your Kohl's Charge, I ask that
you please contact Kohl's Charge Customer Service at
800-564-5740.

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Kohls Rewards Program

For matters related to the Kohls Rewards Program, please

advise the following:
For any questions related to the Kohl's Rewards Program, I
ask that you please contact Kohl's Rewards Customer
Service at 855-564-5751

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