Ice, Ice Breakers

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Building rapport is all about connecting with your customer, which will instantly make them feel more comfortable. Listen and observe your customer for clues about who they are. Look for common nuggets of interest that will help start a conversation and break the ice:

●      “I see you’re from Texas; I spent a few years in Dallas and would love to visit again.”

●      “Aw, it sounds like you have little ones – toddlers? That’s such a fun age.”

●      “Hey, look at that. You have brown hair; I have brown hair. Neat.”

Well, I’m sure you can do better than that last one, but you get the point.

Smile, Breathe, and Listen on. You got this.

It's Not Over 'Till (The Customer Says) It's Over


You’ve had a tough call. The problem finally got solved. Done and done. Right? Not quite.

Giving customers another opportunity to express honest feedback at the end of a call lets them know you’re committed to giving them the VIP treatment.

It’s not about prolonging, but creating an open place and putting the ball back in their court. If your customer has nothing to add, you can confidently end the conversation with a mutual understanding that the problem has been resolved to their liking.

“Did you have any other questions I could answer for you today?”

“I want to ensure you have everything you need before we end our call. Are you satisfied with everything that was covered today?”

How do you check in at the end?

No Customer Left Behind

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It happens.
You could have nailed your empathy statements, given detailed updates, and even followed up. But not even sending chocolates or puppies can change your customer’s mind about the lack of confidence they feel in your company and its policies.

When your customer is straight up jaded, you may have little control over the matter. Reassure them that you’re willing to gain back their trust.

When a customer can separate you and your team from the faceless entity, which is your company, they can begin to see you’re just like one of them. Try this:

“This feedback has been invaluable to my team and me. Thank you for letting us know so that we can better address this in the future.”

“I was recently in a similar situation, so I understand the stress and inconvenience you’ve been feeling. Here’s what I can do to make it right.”

Have you ever won a customer back? Tell us at

Follow Through with your Follow Up

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What's better than having a problem fixed? When the solution is delivered with a smile and sweet little bow - theoretically, of course. Following up with a customer is a personal touch that builds trust, loyalty, and frankly, a newfound hope in a society that is virtually sustained by “do not reply” emails and automated texts.

Commit to follow up with the customer, and don't forget to follow through! A call that takes less than 10 minutes is a gift that keeps giving in kudos to you and a happy - potentially lifelong - customer.

“I’ll contact you personally once everything is back up and running.”

“Please feel free to contact me directly if you need help in the future. It’s been a pleasure serving you.”

How do you go above and beyond with your customers? Share your stories with us at

"No problem, I love waiting!” ...said no customer ever.


When a customer is upset, their emotions may make it difficult to grasp all the details to understand and assist them fully

What’s even better? Statements that produce an immediate solution - however small.

When you say:

“I understand what occurred…”

They think:

“Awesome, he’s done this before. This will be over soon.”

When you say:

“Here’s what I can do right now…”

They think:

“Yes, results!”

When you say:

“Our teams are working on the issue now, and it should be fixed by the end of the day.”

They think:

“Excellent, I won’t be distracted by this at dinner.”

Keep things on track & define your deadline through explicit conversations with customers.

"Did I lock the door this morning?"


You know how when you're stressed about something, you can’t stop thinking about it? Remember that feeling to relate or empathize with a customer who has a complaint, concern, or inconvenience that’s upsetting them. Help them rest a little easier:

  • Reassure them and give them a status, so they know what to expect.

  • Give the customer some relief that their situation will be resolved ASAP.

  • Be as detailed as possible, so the customer isn't left confused or pining away with worry.

Here's a nice little package of a statement for you:

“Thank you for bringing this to our attention. I’ve sent it to the appropriate department to resolve immediately. I’ll update you by the end of the week.”

We want to hear from you! Has empathy changed your customer interactions?

When the details are as clear as mud


When a customer is upset, their emotions may make it difficult to grasp all of the details to understand and assist them fully.

Once you’ve let them vent and expressed empathy for their situation, repeat and clarify what you’ve heard. It’ll get everyone in agreement and on the same page - not to mention give your customer some time to simmer and clear their head.

“I can see how this has been stressful for you. I want to resolve this as quickly as possible, and I want to make sure I understand what happened. Here’s what I’m hearing...Did I capture that correctly?”

How do you follow up?