Call Center - For Customer Service Reps

1. How to Master Small Talk

2. Small talk can be a big problem.
“I want to be
friendly and polite,
but I just can’t think
of a thing to say.”

3. Identify 5 things that you enjoy talking
about, and do so easily and naturally.
Sports
Kids
Food
Weather

4. 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.”

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

6. You don’t want to ask any
personal questions from the
beginning such as:
"What’s your religion?"
"How old are you?“
“Health”
“Political views”
“Wow, 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.

7. 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.”

8. Be sure to practice active listening skills.
• There’s nothing more discouraging than trying to
talk to someone who doesn’t listen.
• Listen to what people say and how they respond.
• Attentive listening is critical to small talk.

9. React to what a person says
in the spirit in which that comment
was offered.
If he makes a joke, even if it’s not very funny,
try to laugh. If you laugh – they will laugh!
If she offers some surprising information,
react with surprise.

10. 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.

11. The person may make a small
comments that may be important
to their issue…
so 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 you’ve 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!

12. APOLOGIZE
• Apologize, and mean it
• Tell 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).

13. Good Bye
• When ending the call, end on a
upbeat tone.
• Don't rush the customer off the
phone
• Thank 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."

14. Always give 100%
Call Center Rep: Thomas Ocampo
Listening
Point
Best of the Best
January 7, 2016

15. Thank you
This concludes this presentation on:
How to Master Small Talk