Impactful Behaviors
What are Delta's 4 impactful behaviors?
Greet Me, Recognize Me, Be Kind to Me, Inform Me
"So I booked some flights with miles and I needed two more tickets which I booked and because I used my miles first it didn't let me complete my next purchase because it says price went up right after I used my miles. That is not fair. I should be able to book the price I had. It seems when people use miles Delta increases rates to make up for it. Not cool"
No exception should be made, instead we should INFORM the passenger why this happened.
What does L.E.A.P. stand for?
Listen, Empathize, Apologize, Problem Solve
View the snip of a recent conversation and identify where each impactful behavior was used.
Discuss
I have a basic economy ticket but I am traveling with my 14 year old daughter who has special needs. can you ensure we sit together?
Yes! Assign and Document.
True or False: Saying “sorry” means you’re admitting fault.
False – it shows empathy and care.
Why is it important to keep customers informed during delays or changes?
What’s the best way to ensure the information you give is accurate?
It builds trust and reduces frustration.
Double-check resources and confirm before sharing.
I have a flight in 2 hours but I am stuck in traffic due to an accident on the highway, is there anyway you can move me to the next flight at no additional charge?
Yes as long as space is available in same cabin (Review Flat Tire Rule)
A customer is frustrated about a delayed flight. What’s an empathetic way to respond?
“I’m truly sorry for the delay — I understand how frustrating that can be, and I’m here to help however I can.”
As a messaging agent, how can you “smile” through your messages?
By using a warm, friendly tone and positive language (e.g., “Happy to help!” or “Thanks so much for reaching out!”).
I have an ecredit in my name but I want to use it for my son who is 18 years old, I was told by previous agent I can.
Advise pax of correct policy, make one time exception, document account.
A customer sends a long message explaining their issue. What’s the best first step?
Read the entire message carefully before responding, to ensure you fully understand the concern.