Chat Best Practices PDF

CHAT BEST PRACTICES Corporate Travel Agent Chat Desk Etiquette Guidelines Welcome to the Chat Desk! This guide focuses on essential chat etiquette to ensure every traveler receives a friendly, clear, and professional experience. Your communication should make travelers feel confident in our servic...

CHAT BEST PRACTICES Corporate Travel Agent Chat Desk Etiquette Guidelines Welcome to the Chat Desk! This guide focuses on essential chat etiquette to ensure every traveler receives a friendly, clear, and professional experience. Your communication should make travelers feel confident in our services while delivering solutions quickly and efficiently. Chat Etiquette Guidelines: 1. Avoid Jargon and Slang Use common language that all travelers can easily understand, regardless of travel experience. Avoid abbreviations or industry-specific terms that might be unclear to travelers. Example: “Your Gant Record Locator” in place of PNR Example: “Washington Dulles Airport” in place of IAD 2. Use Polite and Positive Language Phrase responses politely and use positive language to keep the conversation friendly. Example: Instead of “You can’t do that,” try “What I can do for you is…” 3. Respond Quickly and Thoughtfully Acknowledge the traveler’s message within a minute, even if you need additional time to resolve the request. ⋅ Use the Greeting template provided in Talkdesk. Avoid “one-word” answers; provide complete responses to ensure clarity. 4. Stay Professional Refrain from using emojis, excessive punctuation (like “!!!”), or casual expressions. Always address the traveler by name and sign off professionally when closing the chat. ⋅ Use the Closing Message template provided in Talkdesk 1  CHAT BEST PRACTICES 5. Empathy and Understanding Show understanding and patience, especially if a traveler is frustrated or confused. Use empathetic language Example: “I understand how important this is” or “Let’s find a solution together.” 6. Check Before Sending Use proofreading tools to check messages for clarity and spelling before sending, as mistakes can seem unprofessional. ⋅ i.e. ChatGPT or Grammarly Ensure responses are complete and directly address the traveler’s query to avoid confusion. 7. Respect Privacy and Boundaries Avoid sharing unnecessary details that could overwhelm the traveler. If an issue requires escalation, briefly explain why and assure the traveler of the next steps. 8. De-escalation Techniques Show Empathy and Understanding: Use language that acknowledges the traveler’s feelings. Example: “I understand how frustrating this must be. Let’s work together to resolve it.” Offer Solutions: Focus on what can be done rather than what cannot. Example: Instead of saying, “I can’t change this for you,” say, “What I can do is explore these options for you.” Keep a Calm Tone: Stay professional and avoid escalating the situation further. 2  CHAT BEST PRACTICES For more phrasing ideas, explore this helpful guide: ⋅ 57 Phrases to De-Escalate Any Angry Customer https://www.myragolden.com/blog/57-phrases-to-de-escalate-any- angry-customer 9. Personalization Tips Tailor Your Responses: Mirror the traveler’s tone Example: If it’s professional, avoid overly formal or casual language that doesn’t align with their style. Leverage History for Context: Use the traveler’s trip library or prior interactions to add a personal touch. Example: referencing their past trips can leave a lasting positive impression. Example: “I see you included a hotel on your last trip, do you need a hotel for this trip” By adhering to these chat etiquette guidelines, you’ll help create a clear, supportive, and professional experience for every traveler. Thank you for your commitment to excellence! 3  CHAT BEST PRACTICES Editor’s Name Date of Page # Description Edit Danielle 11.19.24 Document created 4