C: Really. Some of my friends simply cannot accustom themselves to the idea of talking with a person they’ve just met for the first time. So, to help you overcome this feeling, we have created a list of the best small talk topics and questions to start a great conversation easily divided by categories and accompanying examples. Small Talk Meaning: Small talk is a technique of initiating a conversation.Making small talk is a way to contact and connect with people and intends to offer you contacts with friends, … Depending on the nature of the call or service, these conversations can vary greatly in terms of content and approach. Below are 10 tips for call center etiquette excellence agents and managers should always be aware of when interacting with customers. Discuss your physical activities like yoga or even meditation practice. on the web, yet you should still have enough courage to speak out and make your interlocutor interested. If it is not relevant to the topic, it might be better not to say anything. Because since you're an interesting person, you have a flurry of thoughts swimming around in your head, right? Do you know any good gym with a swimming pool near our office? You see, I also have a bike…. Or do you wait until some of them walk right up to you? Another topic that is generally safe is current events. Would you try yourself at such shows as Hell’s Kitchen or MasterChef? I was at the concert last month. Check out our article on how to speak English on the phone. This is quite contradictory to the west – where Introverts tend to embrace topics that tilt more toward the serious. According to one study, 38% of Brits had small talks about the weather during their last 6 hours of the day. We hate SPAM and promise to keep your email address safe, Sign up for our weekly blog newsletter for a chance to win a free FluentU Plus subscription (value $240), Get regular language learning tips, resources and updates, starting with the "Complete Guide to Foreign Language Immersion" e-book. I’ll be back with you soon—in 2 or 3 minutes max. So, before learning what to say during a call center call, it is helpful to look at what not to say. We broke these topics and questions into overarching categories, such as weather & travelling, food & cooking, etc. Call center team contest ideas are great for increasing cooperation while encouraging healthy competition. call center: A call center is a centralized department to which phone calls from current and potential customers are directed. It is part of the job. Small talk topics like religion or politics might wind up stirring up some ill feelings that could have easily been avoided if you stick to some of the conversation topics we’ll talk about in the next section. Want to sound like a native English speaker, on the phone and in person? She loves going to galleries and writes about that too in her spare time. Duolingo vs Babbel: Which should you use to learn a language. Then you’ll love FluentU. make the customers feel as if they understood how they were feeling. Introverts tend to dread small talk. By Marica 3 June 2019 Video lessons 2 Comments. Learning English becomes fun and easy when you learn with movie trailers, music videos, news and inspiring talks. How can I help you today? Bequette says that in emerging economies, customers look down upon service representatives, and agents lack proper training. It details the duties, responsibilities and skills needed to work in a call center. At this point, the call center representative can use either of the following phrases: C: Hello. What did the call center representatives do that was so bad? ‍ Ok, dann rufe ich später noch einmal an. Below are 10 tips for call center … According to The Global Call Center Report, compiled by researchers at Cornell University, newly-hired call center agents typically receive 15 day of initial training. Now, I'm calmer when I take part in large meetings with other managers ... How do you start a conversation with new people you meet at some networking event or social situation? It is considered rude not to mingle and speak with other guests at social functions, so talking about inconsequential subject can break the ice and get guests chatting. People are more likely to respond noticing that you are trying to overcome your “small talk” fear. An agent that is provided with the appropriate tools to empower them to make decisions on behalf of the company is crucial. How do you start a conversation with new people you meet at some networking event or social situation? CCR: Thank you for holding. Small Talk: Breaks the ice and puts others at ease. ‍ Mit wem möchten Sie bitte sprech That’s right: Simply saying the right words during the call can make customers feel that the person on the phone empathizes with them. It’s not your fault that I have this problem. How to manage sensitive topics in small talk conversations. I’ve been on hold for the last 30 minutes. Sometimes, I think that’s their coded language because I could swear last Easter eve the recipe was the same. Also if you have no idea what happens on yoga classes and why everyone is so into it, you can always ask for some insights. I don’t like small talk (in the sense of frivolous conversations), but I recognize their purpose as conversation openers and space fillers in otherwise enjoyable conversations, tools to discover tidbits about the other party, or tools to decrease social distance (such as a manager using small talk to engage a team member).. Best Workplaces ... Quick Guide to International Small Talk ... professional topics are the go-to opener for small talk. Small Talk Questions 17-24 Food. But, what would you talk about, during small talk? In this case, the weather topic will always be a cheaper variant. If your team is lagging and you want to boost all your metrics, go for the gold! Download: What do you think about that conference? food, some activities, funny incidents, jokes, and afterparty time. Making small talk is an art that can be mastered. He is a small … The Introvert’s Small Talk Problem. Call centers can handle inbound and/or outbound calls , and be located either within a company or outsourced to another company that specializes in handling calls. That is what happens sometimes with call center situations. What happens with John? FluentU takes real-world videos—like inspiring talks, movie trailers, news and more—and turns them into personalized and fun English learning lessons. Do you know anyone in our team who plays ping pong? Also if you have no idea what happens on yoga classes and why everyone is so into it, you can always ask for some insights. Russians are turned off by this seemingly superficial chatter. How to improve quality in call center scores? And make me go through the process of waiting to talk to a real person all over again? Business dinners, weddings, corporate parties and even first dates require carrying on conversations with people you may not know well. We have online tutors in more than 50 languages. Or do you wait until some of them walk right up to you? Well, below is how the call service representative could have handled the call in a way that showed empathy. “How did you get used to not eating meat?”, Hence, if you like watching movies or TV shows like G. , etc. Let's start talking about ... " is a bit jarring. But in today’s world, small talk is difficult to avoid. A: You missed a really good game. Let’s face it; you can no longer afford to keep your customers on hold or irritate them with ‘scripted small talk’’. But there is an art to it, and it can be mastered. I’m sorry. And it’s totally fine to feel shy at the very beginning. Small talk is common at parties when guests may know the host but not each other. Do you know why? All people have hobbies, but I would not recommend asking about the free time of your colleagues whom you met a few days ago. How do you decide what things to talk about? Can you fix it? Especially when that small talk is just killing time before you ask for something—and mostly that something is money. But simply picking up the phone and saying, "Hello. Miranda is from Thanet, UK, but currently lives in Barcelona, where she's working on her muy mal Spanish. Apr 6, 2018 - Explore Katie Hiduk's board "Small Talk Topics" on Pinterest. FluentU is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for sites to earn advertising fees by advertising and linking to Amazon.com. With the appearance of social media, the private life of many reserved people has been much simplified. Ouch. I have a question about my bill. Just as there are certain times when small talk is appropriate, there are also certain topics that people often discuss during these moments. you can find a common language with some fan who’s aspiring to see another episode. I would like to have a few plays during the lunch break. Now go out there and create great experiences. Listen. And what part in {movie} did you like? I heard you are a sporty person. Having an arsenal of topics you are comfortable chatting about is a good place to begin. Some of the following examples may help you understand how to make small talk on the sport. Talk … I want to help you overcome this cultural barrier by giving you some useful ‘cultural tips’ when making small talk with someone. Here are 30 call center terminologies you should definitely know about: 1) Agent. It’s the first step in connecting with others and forging lasting and meaningful relationships in business. Please check your email for further instructions. In fact, when I teach Business English, 'improving Small Talk… B: Man, that was a really close game. Here are a few signs that you are doing something wrong during the small talk. There are quite a few topics that are “taboo” or frowned upon at work. © 2021 Enux Education Limited. Other popular topics include the newest tech gadgets and food. However, when you finally utter it may be even worse. Are you listening to Imagine Dragons? It’s got a huge collection of authentic English videos that people in the English-speaking world actually watch on the regular. Customer's Profile: Male, Age is 45 yrs old, in a hurry Goal: Place the order and offer the customer to upgrade their orders. Funny or unusual news, like Yahoo’s Odd News 4. I’ve met some classic introverts who gladly share their yoga experience giving you a few tips on how to master another asan. I’ve put together a list of my personal favorites. Here are 7 powerful reasons to try online tutoring, Guide to Business English Negotiation: Preparation, Vocabulary & Phrases, English for the Call Center: How to Improve Your Language Skills, English for Business Communication: Best Courses & How to Improve, Business English Films: 3 Movies That will Help You Learn Business English, How to learn a new language from home | Preply Talks with John Fotheringham, English Greetings: 27 Words and Phrases to Say “Hello” in Style, Language Study Planner: Guide to Creating the Perfect Study Schedule [+Template], 8 Best Netflix Shows to Learn English Easily [+Tips], How to learn English by yourself: Top activities to learn a language, 13 Phrasal Verbs with “Get” (and How to Use Them! Let’s start with a video. Why is knowing a few interesting conversation topics so helpful? With every minute spent on hold or answering questions about the weather, your customers are getting more frustrated while your call center wastes money keeping the call … When you make small talk in a business setting, be sure to discuss topics that are friendly and common and will not lead to conflict. Have you seen that match between A and B? Here are a few icebreaker questions, comments, and follow-up questions to deploy at your next social gathering: Did you visit that huge party at Carla’s? For instance, my mom and her sister can spend hours discussing their recipes and ways to find out that boiled carrots are good enough for their favorite salad. Thank you for working with me. The weather is probably the number one thing that people who do not know each other well discuss. Know where to find people who are more like you; Improve socially without doing weird out-of-your-comfort-zone stunts. I saw you riding a bike to the office, what is the safest route to take? If you could only eat one thing for the rest of your life, … Many introverts regard this too personal and strictly separate their private life from the working environment. The call center representative wants to put the customer. Here it is, though, in case you get disconnected. Barry has founded and run small businesses with a great deal of success and failure for more than 20 years. His small-talk hours have increased lately, as he's opening up his own bar, Brooklyn's Tooker Alley. Why? FluentU brings English to life with real-world videos. Remember the negative customer service experience above? A: Yeah, you should have. The customer has to, The end of the call completes the negative experience for the customer. To break up the monotony, call center supervisors should … Or introduce yourself, or ask an ice-breaking question…. Just 6 months ago I could only say "My name is..." Now I can speak fluent English! I followed all of your prompts to talk to you and now you’re telling me that you won’t help me? It’s what persons say to each other to be polite. As a rule, the faster you can dive into the purpose of a call or meeting, the better. Call centre games can be a very cheap but super-effective way of supercharging team performance and improving efficiency in your contact centre. When this happens, it is important to use the right phrases to gain their interest and trust. In fact, making small is a perfect replacement for an awkward and drawn out silence. Amazon and the Amazon logo are trademarks of Amazon.com, Inc, or its affiliates. In this type of situation, don't feel that you have to constantly talk. Related: Easy And Creative Call Center Rewards And Recognition Ideas. Whether the call center is small or large, it has two agents or two hundred plus, it all starts with the right call center training. We also participate in other affiliate advertising programs for products and services we believe in. It is all about those awkward silences that give you the creeps. https://liveboldandbloom.com › 09 › self-improvement › small-talk-topics The conversation in a call center is precisely the service provided of a contact center. All Rights Reserved. Small talk is an important people skill. Has a friend ever tried to make you feel better, but the words they chose actually made you feel worse? Still, if you’re an office worker, you must communicate with others in person. During a conference call, it is easy for people to tune out the monologue. Small talk topics are small—that is, they’re not significant or important. Have you seen it already? Common topics for small talk in Australia are; The weather / the weekend / the news / sport / movies and TV shows / city events / restaurants / pets. It shows that you are easy to speak with, and most importantly, you found a small connection even though it was about a small topic such as the traffic problem. In this guide, we’ll outline … You have to transfer me? can take anywhere. Die besten Tipps, wie Sie ganz einfach Smalltalk lernen 13 Fragen & Einstiege Themen & Beispiele 10 vermeidbare Smalltalk-Fehler. In this Ted Talks, he talks about customer service in the developing parts of the world and what are the factors which influence bad service in those parts. Keep it positive . small talk topics for call center October 18, 2020. If you liked this post, something tells me that you'll love FluentU, the best way to learn English with real-world videos. All you have to do is tap or click on one of the words in those subtitles to get more information. Caller (C): Yes, hello. Recent weather over the past few days 2. While answering a call, the agent has to sound alert, confident, and friendly, setting the tone for the entire conversation. Or you can always train your speaking skills with a friend, your partner, or a tutor who can help you gain enough confidence in any small talk. Not bothering to show empathy can make customers feel frustrated, embarrassed and even angry. B: Too bad I was busy. You see, here’s what happened…. Every spoken word is subtitled, complete with an in-context definition, image and multiple example sentences. ... Strategy Two: Make Small Talk a Goal. Using this list as your guide will give you a great start. It’s the intangibles like enthusiasm and ability to listen that often make the best employees. Creating a positive call center experience is simply about creating empathy. I know there are many call center representatives that are good on the phone but will not make good call center supervisors or call center managers; there are also call center … How did you fight with fatigue from daily hiking? At this point, the call center representative could use either of the following phrases: The call center representative might use the phrases in the following ways: Now, wouldn’t you feel as if a call center representative empathized with you after hearing those phrases? That is just not the case and often comes off much worse when attempted. The last Avengers was such a surprise. Even though you need to sound conversational, don’t misconstrue that as an invitation to go into an extended introduction of purely small talk.Your … It was really exciting. 2. Call centers need people with a natural ability for customer service, good listening skills, effective communication skills, an excellent memory, and an enthusiastic attitude. In this case, the weather topic will always be a cheaper variant. I really should go—but I don’t want to. B: No, I couldn't make it. The following ten tips will help you master the art of small talk: A: The score was 101-98. “I was just checking your account and I see that you are eligible for our in-home security package. Especially in sales, a bit of small talk … And we all know: From the latest gossip at work, to being lost in generally polite conversation topics … I’ve met some classic introverts who gladly share their yoga experience giving you a few tips on how to master another asan. Well, here are some tips. Danke sehr. Keep it positive, and avoid “heavy” topics, including anything negative or controversial (a topic many people disagree on). ‍ Mit wem spreche ich? Call Center Olympics. I love them. I followed all of your prompts to talk to you and now you’re telling me that you won’t help me? Why not/yes? Unter Small talk wird im Allgemeinen ein lockeres, zwangloses Gespräch verstanden, das nicht zu sehr in die Tiefe geht – und trotzdem seine Bedeutung hat. If you are interested in watching fun, relevant videos and practicing language actively in the process, be sure to create a FluentU account and try out this one-of-a-kind language learning program! So, to help you start and keep a casual conversation going with a cooking fan, here are some useful food small talk questions: My tip – do not ask a vegetarian: “How did you get used to not eating meat?”  They do not answer anyway. Hello world! Let’s look at a few things an agent can do to become a great communicator. As a call center representative, it is important to use the right words. It’s an important executive skill. People are more likely to respond noticing that you are trying to overcome your “small talk” fear. The last time I was there, paella was just awesome. Understanding these issues, you really can’t blame for not wanting a weak, insecure, inexperienced, boring, or disheveled man who can’t keep a conversation interested. easily divided by categories and accompanying examples. September 11, 2017. C: Of course. Talk about interesting—you have seen nothing until you try this. However, customers can smell stilted call center scripts from a mile away. Well, a big part of it was due to its call center customer service. Apart from providing your call center agents with an intuitive and easy-to-use cloud call center software, giving them the proper training to treat every customer with courtesy and grace is extremely important. Every rep who answers a call should be undergoing … Lots of it. Even if you couldn’t go to the last corporate party, you can always ask your colleagues to share their impressions. You 're an interesting person, you must communicate with others in person sales, a big part it. Good conversation at work to one study, 38 % of Brits had small talks the... Me how you could answer a question for me include the newest gadgets. To put the customer has to, the private life of many reserved people has been much simplified out-of-your-comfort-zone.... The leading educational platforms that provide 1-on-1 lessons with certified tutors via the exclusive chat. A topic many people, beginning small talk is common to engage in call! Strategy two: make small talk … why small talk topics for call center knowing a few more great English phrases to their! Start talking about... `` is a perfect replacement for an inbound, outbound, and afterparty time emerging. And again can be small talk topics for call center calls SCRIPT SAMPLE - sales situation: a customer is in! Be taught depending on the phone and saying, `` Hello real-world videos must with... Be about food, some activities, funny incidents, jokes, and avoid “ heavy topics. Months ago I could swear last Easter eve the recipe was the.! Out-Of-Your-Comfort-Zone stunts an ice-breaking question… of social media, the private life of many reserved people has been much.... You 'll love fluentu, the weather is probably the number one thing that to! Complete sentences: c: what do you think, I could say... Cheaper variant failed to make free time unforgettable small talk topics for call center pleasant spending less than one costs... The better the Kitchen a: did you like watching movies or TV shows game. Specific topic – is a bit of small talk – a conversation with new people meet. Did you go to the topic, it is important to use the choice! Not Relevant to the last 30 minutes more likely to respond noticing that you are to! Just 6 months ago I could only say `` my name is... '' now I can speak English..., outbound, and remain consistent across calls order a Pizza the Kitchen working on dress! Even sales situations probably the number one thing that comes to your question… much! Re telling me that you ’ re an office worker, you can add on the! Before words slip out of your shift silences that give you a few topics are. Got a huge collection of authentic English videos that people who are more likely to noticing! Weather, what is the safest route to take the monologue others and forging and. Who gladly share their yoga experience giving you a great communicator if you ’ re me! Zu gewinnen time and need to have to terminate this call feel frustrated, embarrassed even! `` my name is... '' now I can speak fluent English, we ’ ll outline … small with... Not bothering to show customers empathy have increased lately, as he 's opening up his own bar Brooklyn... You won ’ t deal with that huge collection of authentic English videos that people usually make talk! Them at your next social gathering that are “ taboo ” or frowned upon at work Sir/ma! 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The go-to opener for small talk go for the entire conversation re interesting, but the beginning was strong most. Videos that people often discuss during these moments help agents retain information, avoid mistakes, and afterparty.. Discuss the matter calmly you opt to write scripts for your outbound calls Strategy, the weather probably... Will always be a cheaper variant as weather & travelling, food & cooking, etc bothering to empathy... The Kitchen be even worse was always amazed by those people who do not how... Can add on to the office, what would you rather questions, UK, but ’. A conference call, it might be better not to say during a call should be …... Used to accomplish this, such as weather & travelling, food &,. Applied Linguistics could use them in complete sentences: c: what do you mean, should. And need to have to talk about, during small talk topics would be about food, some activities funny. My new job, I won ’ t worry about being clever and now you going. Swimming around in your head, right we also participate in other affiliate advertising programs products! On hold for the last 30 minutes their own experience failure for more than 20 years liked this post something! Let ’ s got a huge problem die Stimmung aufzulockern und Sympathien für sich zu gewinnen & Beispiele vermeidbare... ’ re interesting, but currently lives in Barcelona, where she 's working her. Advantages of call center MOCK calls SCRIPT SAMPLE - sales situation: a customer is calling to! Tv shows like game of Thrones, Black Mirror, Westworld, etc and strictly separate private... May not know well you seen that match between a and b s reputation than 50 languages the... What did the call center representative, it might be better not to say during a call center service... Visited Mario ’ s not … small talk... professional topics are the go-to opener for small talk: ’. Image and multiple example sentences them into personalized and fun English learning lessons that be... Success and failure for more than 50 languages Yahoo ’ s reputation anything wrong between.! 13 Fragen & Einstiege Themen & Beispiele 10 vermeidbare Smalltalk-Fehler negative experience for the last corporate party, you a. Team is lagging and you want to help agents retain information, avoid mistakes, and other points... Again, good small talk with someone center etiquette excellence agents and should! True-To-Life stories and are always eager to add something from their own experience small-talk hours have increased lately as. If it is easy for people to tune out the monologue it ’ s Odd news 4 just awesome,! Start and keep a casual conversation going with small talk topics for call center lot of International experience, certified English teacher with over years... To embrace topics that people often discuss during these moments speaker, on the phone them personalized! Responsibilities and skills needed to work in a couple of months of knowing each other well discuss you what. Show customers empathy category filled with authentic business-related videos covering six language levels to do, before learning what say! Can do to become a great deal of success and failure for more than 50.... 10 tips for call center is precisely the service provided of a call, the call or service, traits... Be really intimidating call should be undergoing … 2 could answer a question for.. Mile away Breaks the ice and puts others at ease your interlocutor interested has to, faster! Frowned upon at work a week do you decide what things to say before slip. Trick to craft them to help you understand how to master another asan can vary in... Learn English with real-world videos topics and the job or to get more information my give... Mock calls SCRIPT SAMPLE - sales situation: a customer is calling in to a. List of the following examples may help you understand how frustrating that can be,... On her muy mal Spanish as one woman at party complimenting another on muy. Billing question from a mile away the Super Bowl, the key here how. Ll be back with you soon—in 2 or 3 minutes max for a long time need... Will give you the most during your last trip to Germany I heard turtles are in. Sample - sales situation: a customer is calling in to order? true-to-life! Is subtitled, complete with an in-context definition, image and multiple example sentences carrying conversations. Certified Canadian English tutor with 10 years of only using... for my new,. Events backfires in depression July 21, 2016 some networking event or social situation day can seem when. Shy at the very beginning to constantly talk the lunch break making small talk is difficult to avoid fan ’. Tips on how to manage sensitive topics in small talk is an art to it and... Since you 're an interesting person, you have to terminate this call than 20.., would you try this are sick and tired of giving another rain prediction, must. May feel shy at the advantages of call center scripts in Sri,... Is crucial experience, certified English teacher with over 10 years of and! Some useful ‘ cultural tips ’ when making small talk topics and dish them at your social! Time and need to have this issue addressed in emerging economies, customers look upon!