Activities and Cases

$5\mathrm{.}3$ Instant Messaging: Live Chat Training at TransGlobal Airlines $($L$.$O$.2)$

Communication Technology $>$ E$-$Mail $>$ Team $>$ Web

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. TransGlobal 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, Alex, in an online chat.

YOUR TASK. Carefully review the logs of the conversations between Alex 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