Customer Care Specialist

Making Conversation

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Show your interest in your customer by engaging in conversation. Avoid the obvious questions,  for example at the hotel reception when somebody arrives with their bags asking “Are you checking in?” That should be obvious!

But it might be useful to find out if they’ve been before and if so how long ago. This can help you gauge how much information you might need to give your customers. If you’re welcoming back a regular customer acknowledge you remember them and better still use their name and make reference to their preferences.

Making conversation helps your customers relax and shows you care.

For example depending on the circumstances you could ask them:

  • How was your journey?
  • What have you been up to today?
  • How are you enjoying your holiday so far?
  • What have you got planned for today/this evening/for your stay?

Aim for just one or two conversational questions, you don’t want your customers to feel like they’re under interrogation!