Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like […]
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience.
“How’s the weather?” works if it’s a topic for the day. For example, a question about the weather may be appropriate if there’s a snowstorm. But if it’s just a generic icebreaker, there are better questions. I know what you’re thinking: “So, Shep, what are those questions?” I’m glad you asked. I’ll give you some examples, but first, realize that depending on your type of business, these questions may or may not be appropriate. Use them to start thinking about good questions you can ask to break the ice and build rapport.
All of these questions show you care. Building rapport is essential to creating a positive experience. Stay away from “How’s the weather?” and other generic lines. Focus on questions that are more meaningful and relevant. Your questions and responses are key to making customers feel valued and appreciated.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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