Live chat operators who help customers by exchanging instant messages with them in real time play an important role in customer service. The goal of providing such direct communication online is to inform and troubleshoot, but also to build a lasting relationship with customers. Ideally, by being cordial, professional, and helpful, live chat operators can contribute significantly to turning customers into fans of the company or brand. Representatives must sound authentic and human. TransAvia Airlines is training its representatives with hypothetical customer service scenarios. Following are two logs of chats by trainees who were asked to respond to a customer, Victor, in an online chat.

Your Task.

Carefully review the logs of the conversations between Victor and Representative 1 as well as Representative 2. Individually or as a team, critique Rep 1 and Rep 2 in class or in an e-mail to your instructor summarizing your observations. Support your views with examples. For instance, you could comment on the representatives’ courtesy, helpfulness, tone, or writing skills. Then, if your instructor asks you to rewrite this chat, try your hand at being Representative 3 and apply some of the lessons you have learned

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Representative 1 Rep: Hey, Victor, what's shakin' in Atlanta? What do you need? Victor: Hi. Rep: Perf to have you here. Hiw can I hlep? Victor: Your award-travel system sucks!! I'm so tired of wasting time on your website! Rep: Whoa! Chill!?. Why diss our system. What trasnpired Victor: What happened is that I keep getting an error message just before I click Purchase. I tried many times. Victor: What point are award miles when they can't be redeemed?? Rep: Where... what Just a sec I'm on another chat. Whats wrong? Victor: I am planning a business trip to London with some of my 500k frequent flyer miles. Whenever I choose the itinierary, fill in payment information for the taxes etc, I hit Purchase and an Error!!! pops up. I can't finish the booking. So annoying! Who has the time?? Rep: How v nice to be able to go to London Wow, 500k miles? I can see your search in our systm. Lemme try it for you. Leave technology to a milenial! [Pause] Rep: Nope! it doesn't work Sorry. System is new and has glitches. Victor: Why on earth do you roll out something that's full of bugs, why waste my time?? Rep: Yasss, good question tbh. Listen I can try to get on this and will let you go now. When I make the book- ing I will give you a buzz first, then shoot you an email. Our tech boss has a blog for complaints. You should give him an earful there!! He says he wants to hear from our ticked off customers. Will send you the link too. Oh and I will save you money, no live booking fees. Representative 2 Rep: Good day, dear sir! We are honored to serve esteemed customers like you. Victor: Hi. Rep: How can we be of assistance? Victor: Your award-travel system sucks!! I'm so tired of wasting time on your website! Rep: We are so very sorry to hear that your customer expe- rience is less than stellar, sir! Victor: What happened is that I keep getting an error mes- sage just before I click Purchase. I tried many times. Victor: What point are award miles when they can't be redeemed?? Rep: Would you be so kind and describe the precise nature of your issue? Victor: I am planning a business trip to London with some of my 500k frequent flyer miles. Whenever I choose the itinierary, fill in payment information for the taxes etc, I hit Purchase and an Error !!! pops up. I can't finish the booking. So annoying! Who has the time?? Rep: When you visited our website, we saw your credentials and search parameters. I shall attempt to complete the booking in your stead. [Pause] Rep: I'm truly inconsolable, sir. It appears that I am unable to complete the transaction using our new system. I might need to escalate the problem to my supervisor. Victor: Why on earth do you roll out something that's full of bugs, why waste my time?? Rep: Please stay calm, sir. We are trying our best to serve you. As one of America's most respected airlines, we take customer service very seriously. Allow me to keep trying to complete the transaction gratis, without live booking fees. I shall telephone you and communicate via e-mail once the booking is completed. You will also receive a link that will allow you to share your experience with our CTO.