How can I build rapport with British customers and avoid silent gaps on calls?

[typicalrandomgirl]

I'm a customer care agent who is relatively shy and sometimes system checks take a while and I just let the dead air fill the call between me and the customer which I believe impacts the customer experience as a whole. So what are the topics to talk about casually while proceeding with resolving the query?

[hyperben]

talk about the weather, British people LOVE talking about the weather.

Alternatively, in your free time, look for small facts about UK places, Nottingham = robin hood, Liverpool = beatles. look on the maps and see what cities are close to each other too. British people generally love to talk and only need the slightest encouragement, weather and geography are very easy subjects to engage them on.

[Anonymous]

Respond in kind and be authentic.

https://www.youtube.com/embed/_LiDTKEF1ek

[Tyrael]

Can't you put them on hold? If not, ask how their day has been, did they do anything at the weekend, have they got any holidays planned, and so on.