Customer Experience News & Trends

Two tips that will improve small talk

Frontline contact center agents need small-talk skills to build customer relationships. These two tips will help.

Leaders: You can share these in your next training session.

  1. Think about the power of  “3.” Talk about something you’ve done in the past three months – or are hoping to do in the next three months – that is relevant to your customer. Some ideas: An industry event, a vacation, an article you read that impacted your business, a shared hobby or favorite sports team.
  2. Go beyond yes and no. Ask open-ended questions to get customers to open up. Start questions to them with Who, When, Where, or Why.

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