Customer Service Excellence Training | Say Something (Create Small Talk)
Initiate the relationship with ten words. Choose something to say.
If you can’t find ten words for a customer, that customer won’t come and find you next time. So many front-line people have absolutely nothing to say to customers other than a robotic “Yes?” or “Can I help you?” or “Next?” supplemented by a minimalistic statement of the total price to be paid followed by a half-hearted “Thanks” and occasionally a muffled “Goodbye.”
For example, in a retail store the customer hands the goods to a store assistant who scans the bar codes for the price, declares the total, takes the credit card, swipes it through a machine, indicates where the customer should sign, and then packs the items purchased into a bag. That is it. Nothing else happens. If it is a bank, the customer pushes the documents under the glass counter. The teller processes the papers and then pushes them back. Nothing else happens. If it is the reception of a large company, the receptionist will indicate to the visitor “Sign here,” hand out a security badge, ring up for the visitor to be collected, and that is it. Nothing else happens. If it is an airline, the cabin crew will come round and ask “What would you like to drink?” or “Chicken or beef?” and that is it. Nothing else happens.
If you really want your place to buzz it is so simple. Say something! Create small talk! In one sense it doesn’t really matter what you say, because whatever it is it will break the ice and warm up the relationship. Here are some examples, captured over recent times, of what front-line people who buzz actually say:
“It’s really hot today.”
“I think it’s going to rain soon.”
“You’re my first customer today.”
“I wish I was the man who invented paper.”
“You don’t see many of these around now.”
“Let’s use this till over here, it’s my lucky till.”
“Thank you for being so patient and waiting.”
“You’re in luck, this is the last one we have in stock.”
“My wife bought one of these and she’s delighted with it.”
“I just love the design on the birthday card you’re buying.”
“If I had to wait as long as you’ve been waiting I’d be very cross.”
“That’s an unusual spelling” (observing how a customer’s name is spelled).
“You’re obviously going to make someone happy” (customer buying a gift).
“You’re unique! This is the first time any customer has asked me that question.”
“It’s Friday the 13th today. I believe that brings us all luck” (call center employee).
“You can spend ten times as much on this type of product, but you couldn’t do better than this economy version.”
“You look like you’ve had a good day’s shopping” (observing a customer carrying many bags).
“Sorry about the noise in the background, but there’s some birthday celebration going on near me” (call center employee speaking on telephone to customer).
“I am going to offer you a choice: small bag, medium bag, big bag, one bag, two bags, no bags. We have a lot of baggage in this business.”
“There are sixty ways to leave a lover but only six ways to leave this aircraft” (safety announcement by member of cabin crew).
Silence breeds suspicion. When front-line people do not talk (other than grunting a routine response) customers do not know what is on their minds or in their hearts. So they assume the worst: “This person does not like me, care for me, want me here.” Their perception is bad.
When front-line people say a few things they reveal their hearts and turn from robots into human beings. A buzz is created there and then.
EXCELLENCE CUSTOMER SERVICE PRACTICE
Create opportunities to say things to customers. Try to find ten words or so for every customer you encounter. You will find that the relationship will build from there.
EXCELLENCE CUSTOMER SERVICE QUOTE
Whatever you say to a customer beyond the routine transaction, it will break the ice and warm up the relationship.
