Activities and Cases 5.3 Instant Messaging: Live Chat Training at TransGlobal Airlines Communication Technology E-Mail Team Web (L.0. 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 instructor asks you to rewrite this chat. try your hand at being Representative 3 and apply some of the lessons you have learned in this chapter and Chapter 4. Tip: Create a table to approximate the dialogue in an online chat. Note that sometimes the same person may write two or more comments in a row instead of waiting for a reply to the first one. Representative 1 Rep: Hey, Alex, what's shakin' in Atlanta? What do you need? Alex: Hi. Rep: Perf to have you here. Hiw can I hlep? Alex: Your award-travel system sucks!! I'm so tired of wasting time on your website! Rep: Whoa! Chill!2. Why diss our system. What trasnpired Alex: What happened is that I keep getting an error message just before I click Purchase. I tried many times. Alex: What point are award miles when they can't be redeemed?? Rep: Where... Ivhat Just a sec I'm on another chat. Whats wrong? Alex: I am planning a business trip to London with some of my 500k frequent flyer miles. Whenever I choose the itinerary, 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 nice to be able to go to London Wow, 500k mile: I can see your search m our systm Lemme try it for you. Leare technolog to a milenialt Taure] Rep. Nopel it doesn't work Som System is new and has View Representative 2 Rep: Good day, dear sir! We are honored to serve esteemed customers like you Alex: Hi. Rep: How can we be of assistance? Alex: 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 experience is less than stellar, sir! Alex: What happened is that I keep getting an error message just before I click Purchase. I tried many times. Alex: 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? Alex: I am planning a business trip to London with some of my 500k frequent flyer miles. Whenever I choose the itinerary, 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 our 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