Struggle To Make Small Talk?

How to Master Small Talk

Small talk can be a big problem.

I want to be friendly and polite, but I just cant think of a thing to say.

Identify 5 things that you enjoy talking about, and do so easily and naturally.SportsKidsFoodWeather

Comment on a topic of general interest.Scan Google News/Weather to find out the latest happenings for small talk.*Example: I see that it has been raining in GA these past few days.

Ask the customer a question they can answer easily, as you up their account.(weather, food, holiday, an event)

You dont want to ask any personal questions from the beginning such as:

"Whats your religion?" "How old are you?HealthPolitical viewsWow, you have a lot of kids

Too many questions will make the person feel like he/she is being interrogated, and too many statements won't give the person room to talk.

Make sure you project a positive attitude when you're talking to customers over the phone.

By slowing down your words, smiling and speaking in a calm voice, you can make the customer feel at ease.

Keep things light, fun and positive.

Be sure to practice active listening skills.Theres nothing more discouraging than trying to talk to someone who doesnt listen. Listen to what people say and how they respond. Attentive listening is critical to small talk.

React to what a person saysin the spirit in which that comment was offered.

If he makes a joke, even if its not very funny, try to laugh. If you laugh they will laugh!

If she offers some surprising information, react with surprise.

Slow Down your Words

When talking with a customer slow down your speech. Nothing frustrates a customer more than having to repeat themselves, it makes it seem like you were not paying attention to them the 1st time.

The person may make a small comments that may be important to their issueso keep your ears open (listen) and see if something the person says can trigger a new line of conversation.

You can state:"By the way, ..."I see that, ...Funny, you should mention that, Did you know,

I see that youve had a lot of problems with your Internet in the past, have you thought of getting the Service Protection Plan for $5.99/month or $99.00/lifetime, this would eliminate the cost of any future $65.00 truck roll charges?

Blah!Blah!Blah!Blah!Blah!Blah!Blah!

APOLOGIZEApologize, and mean itTell the customer you will try your best to solve the issue today for them, and if you can't troubleshoot with the customer effectively

GET HELP FROM YOUR SUBJECT MATTER EXPERT (SME).

Good ByeWhen ending the call, end on a upbeat tone.Don't rush the customer off the phoneThank the caller for calling DirecPath, and say their last name.

"Mrs. Smith, Thank you for call DirecPath today, it has been my pleasure to assist you...my name is Susie, there will be a short-4 question survey at the end of this call. Have a happy nice day! Good bye."

Always give 100% Call Center Rep: Thomas Ocampo

Listening Point

Best of the Best January 7, 2016

Thank youThis concludes this presentation on: How to Master Small Talk