As we head into summer proper (and yes, we’re finally getting the weather to prove it), there’s a definite shift in energy. The phones might not ring quite as often, but when they do, it’s usually urgent. Customers are impatient, staff are dreaming of their holidays, and it can be all too easy to slip into service autopilot.
So this month, we’re sharing five next-level strategies to keep your team sharp, your customers smiling, and your service positively sizzling. These aren’t your usual CX basics. These are the nuanced, behind-the-scenes behaviours that can seriously lift the performance of your frontline ambassadors.
1. “You might be wondering…” – The Power of Pre-emptive Language
Think of it as verbal crystal ball reading. Pre-emptive language shows customers that your team is ahead of the curve – ready with answers before the questions even land.
When Nina, an agent for a home insurance firm, reassures a worried customer by opening with: “Just so you know, your policy does cover this type of claim”, the tone of the entire call shifts. Fear and frustration are replaced with calm and clarity.
FIT Tip: Train your team to pre-empt common worries. It demonstrates expertise, builds trust and takes the heat out of potentially difficult interactions.
2. “Let’s get this sorted together…” – The Power of Framing the Conversation
How you start a conversation shapes how it ends. Conversational framing helps steer emotions in a positive direction right from the word go.
Liam, in the Complaints Team, doesn’t start an escalated conversation with “What’s your complaint?” He starts with: “Thanks for your patience. You’re through to Liam and I’m taking full ownership of this for you today.” That sentence, delivered early in the conversation, is enough to shift a passenger’s mood from irritated to reassured.
FIT Tip: Help your team practise powerful opening lines that convey confidence, empathy and control. A strong start lays the foundation for a smoother ride.
3. “Thanks for waiting – I’m still with you…” – The Psychology of Wait Times
Ever been on hold with no update and felt every second drag? It’s not the actual time—it’s how it feels. Customers are far more tolerant when they feel informed and in control.
Call or chat abandonment can be significantly improved simply by updating customers every 45 seconds – even with a brief “Thanks for holding….I’m still working on it for you.” That’s all it takes to keep people engaged and patient.
FIT Tip: Manage the perception of time. Silence breeds frustration. Reassuring updates keep customers calm and reduce call-backs.
4. “I’ve got this” – Self-Talk That Shapes Service
What your people say to themselves before, during and after tough calls matters more than you think. Positive self-talk improves emotional regulation and resilience.
Alison, a support advisor, uses the mantra: “I’ve done this before. I’ve got this.” It’s her reset between difficult customers – and it works. She stays consistent, calm and credible, regardless of what’s thrown her way.
FIT Tip: Encourage your team to develop empowering self-talk habits. It’s a powerful (and cost-free) way to improve mindset and morale on the frontline.
5. “Give Ruffles a belly rub from us!” – Personal Branding in Action
Frontline service doesn’t have to mean ‘one-size-fits-all’. When our frontliners are given permission to develop their own ‘service signature’, it creates more memorable moments and more loyal customers.
Michelle, the veterinarian receptionist, is well-known for her playful sign-offs and pet puns such as “Give <pets name> a belly rub from us”. Her personality is as much a part of the brand as the building. Customers don’t just remember the service – they remember her.
FIT Tip: Let your team bring themselves to the role. A consistent brand voice doesn’t mean everyone has to sound the same. Personality builds connection.
😄 And finally…
With Glastonbury and Wimbledon done and dusted and BBQ smoke wafting through every neighbourhood, it’s safe to say summer has officially landed. And while your customers might be turning their thoughts to sandy beaches and sunscreen, here’s to your frontline team continuing to show up with smiles, solutions and a little Purple Cow magic.
So let’s raise a Sangria/Pimms to sunglasses on the desk, ice-lollies in the break room, and the kind of service that makes people say, “Now *that’s* how it should be done.”
Until next time,
Marie & the FIT team 🐮
