Examples of Commonly Used Messages
Embedded Files
When communicating with travelers via messaging, it's important to ensure their requests are addressed promptly and accurately. This article provides suggested replies for common scenarios to help you deliver professional and considerate service.
⚠️ Reminder: Please respond to each message initiated by a traveler within 12 hours whenever possible to improve your message response rate. (Related article: Message Response Rate)
Refund and Invoice Inquiries
Refund and Invoice Inquiries
Refund Processing Status
Refund Processing Status
When a traveler requests to cancel an order, they will often ask when they will receive their refund and want to understand the refund process. Here are suggested replies:
→ Example 1: The refund processing time is 7-14 business days, and the refund will be returned to the credit card you used. You may also check with your credit card company regarding the refunded amount.
→ Example 2: The refund has been processed, and it will take approximately 7-14 business days for the credit card company to credit the amount back to your card. Thank you for your patience.
Incorrect Tax ID
Incorrect Tax ID
If the traveler forgets to enter their tax ID or enters it incorrectly, you can respond as follows:
→ Example: Hello, if the electronic receipt/electronic invoice/receipt information needs to be corrected, modified, or annotated (e.g., the travel agency’s remittance receipt), please contact KKday Customer Service at service@kkday.com within five business days of receiving the receipt. For more details, please refer to: https://www.kkday.com/zh-tw/help-center/faq/62
Ending a Customer Support Conversation
Ending a Customer Support Conversation
Issue Resolved
Issue Resolved
After resolving the issue, you can politely thank the traveler and confirm if they need further assistance:
→ Example 1: Hello, the issue has been resolved for you. Is there anything else you'd like to ask?
→ Example 2: Thank you for your inquiry. If you have any further questions or need assistance, feel free to contact us anytime. Thank you.
→ Example 3: Thank you for your booking. We look forward to serving you again soon!
No Further Response Needed
No Further Response Needed
When a traveler responds with phrases like “Thank you” or “Okay,” you can reply like this:
→ Example 1: It was a pleasure to assist you. This conversation will be closed. If you have any further questions, please reopen the conversation.
→ Example 2: Thank you for reaching out! If you need anything else, feel free to contact us again. To avoid reopening this conversation, no reply is necessary.
→ Example 3: Your issue has been resolved, and we appreciate your patience. If you have no further needs, please do not reply to this message. Have a great day!
⚠️ Reminder: If you use SCM system to manage your messages, you can click "Resolved" to end the message conversation. The message response time will be calculated based on the time the conversation is closed.
Response Time Reminder
Response Time Reminder
Out-of-Hours Reply
Out-of-Hours Reply
When travelers contact you outside of business hours, it's important to clearly communicate the hours of operation to avoid the expectation of an immediate response:
→ Example 1: Hello! Our service hours are Monday to Friday, 9:00 AM to 6:00 PM. Rest assured, we will get back to you within 1 business day. Thank you for your patience!
→ Example 2: Weekends and public holidays are outside our business hours. We will reply to your message as soon as possible on the next business day. Thank you for your understanding!
Request for Additional Information
Request for Additional Information
If you need more information from a traveler to complete their order, be sure to specify a reply deadline and emphasize its importance:
→ Example: Thank you for your order. To ensure the successful completion of your order, please reply with your snow gear size by [Date]. Please note: Due to the limited availability of snow season bookings, if we do not receive your reply by the deadline, the order will be canceled, and a refund or order cancellation will be processed. Thank you for your cooperation!
Page updated
Report abuse