Once you’ve been hired, it’s time to get to work. You already know all about how live chat works, plus you understand how to be a great Team Leader. Now you need to step up and apply your skills in the agency world.

The primary skill you will need to develop is good client management. After all, if the people paying for the service aren’t happy, you have big problems! 

As a Team Leader, your priority will be to lead the agents. But you will still need to deal with clients regularly, so you need to level up your skills in this respect. Here are some ways to keep client relationships on track:

Timely, efficient communication is a priority. Of course, talking to a single client should not unreasonably infringe on your personal time or negatively affect your productivity. But being available shows you take the client’s project and satisfaction seriously. 

You can also strengthen relationships by making clients feel comfortable dealing with you. They should understand that it’s OK to be open and honest about every issue. Most of all, they need reassurance that you will take their concerns seriously.

Even if you feel stressed out or overwhelmed, you need to show a positive face to your clients. Exude the energy and confidence that you want your clients to feel about your work. 

Enthusiasm and zeal are attractive personality traits. Clients love to work with people who are excited about their projects. 

Your relationship with your client must stay professional, of course. But acknowledging that you see them as a person—that is, more than just a paycheck—can go a long way. 

If you know your client is a parent, you may simply ask how their children are doing. If you have a closer relationship with your client, something more personal—such as emailing them a news article— about their favorite musician might be appropriate and appreciated.

For most clients, the world of live chat will be an unfamiliar one. You can help them feel more comfortable by sharing your knowledge and expertise.

The more they understand how live chat works, the less likely they are to make unreasonable complaints. With better insights, they may even have ideas for how you can get better results for them. Sharing knowledge helps everyone succeed. 

If you want to build solid and lasting client relationships, trust is a critical component. So you need to maintain a policy of openness. Be prepared to tell clients what they need to hear, even if it's bad news. 

It may be tempting to appear agreeable and avoid uncomfortable confrontation, but this is short-term thinking. These practices are not only counterproductive but can also damage your reputation. 

By confidently expressing your honest opinions, you can win your client’s respect and show your desire to help them achieve excellence. 

When you’re busy running a live chat team, it’s easy to lose track of how clients see the relationship. You may be so busy firefighting that you forget to stay in touch or misunderstand their priorities.

It’s worth stepping back for a moment and considering how things look from the clients’ point of view. Ask yourself:

Thinking through these questions and finding the answers can help a lot in improving client relationships.