Cheat Sheet: 10 Grammar Rules for Chat Agents - TELUS International Europe
  • Cheat Sheet: 10 Grammar Rules for Chat Agents

    If you are chat agent or a manager who is about to train his/her agents on best practices in chat customer support you might want to look at this cheat sheet. It focuses on communications style, in particular the 10 grammar rules agents should follow to communicate effectively in the online chat channel. The rules are grouped into five categories:

    – Grammar and Punctuation

    – Numbers and Currency

    – Spelling and Capitalization

    – Commas

    – Voice and Tone

    Applying these rules 90% of the time increases clarity and readability significantly. Check the full list of rules.



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In addition to our Six Sigma focus, our commitment to best practices includes ITIL V3 compliance and ISO 20000:2011 certification.

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