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These situations happen frequently. It’s human nature to feel the need to add some levity to a conversation, but that levity must be managed and well-timed.
Remember your exit lines. Phrases like “Is there anything else I can help you with?” or “If you’ve found this helpful, it would be great if you’d take our online customer satisfaction survey” can help you wrap up a call. As a bonus, if you did your job right, the customer’s feedback could help with company training process or even help you rise to a position where your job become teaching others to be as delightful on the phone as you are.
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The truth is, we don’t know why customers are making the decisions they are making. We also can’t always know if the reasons the customers are giving us are in fact the truth. Some customers might not open up about the real whys behind a product return, cancellation, request, or even a complaint.
Do: Be friendly and polite when asking how you can help them today. If the situation requires discussing the “why” behind the request (whether to serve them better or for your own record keeping purposes”) be extremely gentle and kind when doing so.
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And if we’re asking, we better be really, really nice about it. Again, we don’t know the situations that led someone to be here.
You never want to rush a customer service conversation, but it is important to note that the longer you continue the conversation, the more you risk running into an awkward situation or saying the wrong thing.
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Let them make the first joke. If the customer cracks wise first, they are opening the door. If you don’t acknowledge their humor, you may come off as the human equivalent of elevator music. If they want to engage with you, let them (within reason, of course). Even if you are having a bad day.
