FLUENCY AND

SMALL TALK
What is Small Talk?
Small Talks are conversations we can have
with our customer while they are on hold.
This helps us create a more comfortable
environment with them and have more
LET’S
authentic interaction.

CHECK
SOME TIPS
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 Take the
Initiative
Start the conversation so that
the customer do not talk about
topics you are not familiar with.

Make sure the context of your call and the

customer allows you to do this. Sometimes, it may
be odd if the customer is mad or in a hurry.
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Talk about what
you know
Some common topics are:
Movies and television shows.

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Popular restaurants.
Popular music.
Books.
The weather.
Sports.
Avoid including sensitive topics
Technology.
like politics, religion, or Cx
Travel.
service issues that could make
Entertainment.
the call worse.
Work.
COMMON SMALL
TALK QUESTIONS
Sometimes the easiest topic to talk about is
yourself: how you feel...
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If you decide to talk about
yourself...
Starter...
It’s been a shark week,
What’s been the highlight
Starter...
of your [day, week,
month] so far? We have had difficult, but
knowledgeable days…
How have you been
during the pandemic?
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If you talk about Weather and
Seasons...
Starter... Starter...
Nowadays, Does your family do
predicting the something special
weather is a bit during this season?...
Starter...
difficult to make Mine likes to go to
plans for the It’s sunny today, I the park and do
weekends...how has really like it picnics...
the weather been? because .... What do
you prefer: sunny or
rainy days?
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Random
Questions...
1. How’s life in [city]?
2. “How are things going?”
3. Did you hear about [popular
topic]?
4. What’s keeping you busy these
days?
5. Give a fact like...
Did you know that Nearly half
of the consumers shop more on
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mobile than in-store?
 What if you don’t understand everything

“ from what the Cx is saying?

⊹ Use the context to infer the main point of the message.

⊹ If what the Cx is mentioning is not familiar to you, do not spend time trying to
remember. Just answer right away using common phrases such as:
- Sounds familiar, but I’m not really sure… what is it about?
- Mmm let me think…
- I don’t have experience with that, but I would…

⊹ Always remember that we are humans and there is no complete right or wrong
answers… you are exchanging thoughts.

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 Use Expressions that will
make you seem more natural

⊹ That’s the tea: it means “eso es lo que hay”

⊹ Is that a thing?: it means “is that even

something” and we apply it when something is
new to us.

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How to
wrap
up your
small
talk?
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Use expressions like...
I'd love to talk for longer, but I have found the solution
for your request, let me explain....

It's been great catching up with you.

Well, I won't keep you any longer. This is what I found

regarding your request…

Well, I won't keep you any longer. The process is done! Is

there anything else I can help you with?

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LET’S PRACTICE!

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 1
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Task 1

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How long could

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 Task 2 Why? Because …
One person makes a statement about their interests. Another
person asks his/her to give reasons. This can be done in pairs,
groups or with the whole class. For example:
A: I like cats.

B: Why do you like cats?

A: Because they are more independent than dogs.

B: Why are they more independent?

A: Because they are happy if you leave them alone and don't need a lot of attention.

B: Why do they like being alone?

A: Because they are natural hunters.

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Task 3 ROLE
PLAY TIME!
Role A: customer
Role B: Agent
1. Start your call about a common
topic.
2. During the call, try to start a
small talk.
3. Be prepared to switch roles.
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