If you find it hard to start conversations with your customers, use the Five-question technique to help you get started:
✓Make a list of five questions you can use to break the ice.
✓Pick one of the questions from your list to start a conversation.
✓Go beyond general questions, such as, "How are you doing?" or closed questions whose answers can be "yes" or "no."
✓The best questions are the ones that help you learn more about your customer's needs and preferences. For example: if you're a repair technician, and you've already done your job, you can ask, "Is there anything else I can do for you while I'm here?"
You go beyond customer expectations by performing voluntary acts of kindness such as the one mentioned in the example above. And this is how we create a memorable experience for customers. They expect good service, but when you exceed their expectations, you provide them with unique experiences they’ll never forget.
The video below stresses how important conversations with customers are for delivering excellent service: https://www.youtube.com/watch?v=w3x-hN23fYs