Let the caller know you are listening
Let the caller know you are listening by responding with
gentle and soft ‘ums’ and ‘ahs’ as they speak.
TO P T I P S
R
Allow the speaker to finish what they are saying – prac-
tice this with every call. If you interrupt, your caller
could become frustrated.
Use words that your caller uses
Use words that your caller uses in their conversation,
especially any adjectives – the words they use to de-
scribe something. They have chosen to use the words,
so they have a relevance to the content, an alternative
word may not have the same meaning for them.
FOR BUILDING RAPPORT
WITH CUSTOMERS
EXAMPLE:
apport building is an integral part of the communication process. Lack, or absence, of
rapport can fundamentally affect the outcome of any conversation…Isn’t it true that
sometimes we just ‘click’ with some people and get on really well with them? In such
instances the conversation runs smoothly, it is enjoyable and the results are so much better
than when the communication is strained and we fail to ‘gel’ with the person we are talking to.
Telephone conversations in
call centers are a prime ex-
ample of how rapport can
help the outcome. You may
have a limited time to allo-
cate to your caller so you
need to use that time effec-
tively to get the information
you need to be able to pro-
vide the best service. Good
rapport will get you there
faster.
Good rapport isn’t about
‘making best friends’ with
your caller. It means creating
a comfortable ‘state’ where
all parties converse freely
and comfortably. The extra
benefit is that it makes the
time you spend with your
caller more enjoyable.
Here are some tips for creat-
10
Connections
ing good rapport.
Open the call with a smile
Believe it, a smile can be
heard and a ‘smiling voice’ is
more welcoming and relax-
ing. Your caller will subcon-
sciously appreciate it and
like you.
How you would start a
conversation with your
customer?
Start the conversation with a
‘warm up.’ A simple question
that will let your caller know
you are human!
This could be ‘how is your
day so far?’ or ‘how is the
weather where you are to-
day? Better than here, I
Your caller says ‘The results were excellent’.
In this instance the word ‘excellent’ was chosen because
it reflects what the speaker felt. To build rapport use the
same word back at any relevant time. Example: ‘I agree
with what you said earlier, the results were excellent’. If
you were to reply with: ‘I agree with what you said ear-
lier, the results were ok’, it will subconsciously confuse
your caller because they didn’t say ‘ok’; their chosen
word was ‘excellent’.
Show empathy with your caller
hope!’ Most people will re-
spond to you in a friendly
manner and it helps to re-
lax you and your caller by
‘breaking the ice’. Reply to
their answer with a relevant
but positive response and
then move the call forward:
To show empathy means to share in another’s emotions,
thoughts, or feelings, and is a great way of building rap-
port. Empathy can be shown by using phrases such
as: ‘I understand what you mean’. ‘I can see where you
are coming from’. ‘That must have made you feel really
good’, ‘I understand why you would think that way’.
Be yourself and relax
‘That’s great, I’m glad you
are having a good day. How
can I help with your call to-
day?’ or ‘So the weather is as
bad as it is here, never mind,
the sun could be out tomor-
row for us. How can I help
with your call today?’
If you are uptight or trying to be someone or something
you are not, it will act as a barrier to building rapport.
Be friendly
Be friendly. It is possible to remain professional and
courteous and still be friendly. This is easily achieved by
using good inflection and modulation in your voice, by
showing an interest in your caller’s conversation and by
sharing laughter and lighthearted moments when the
opportunity to do so arises during the call.
Listen well
Avoid distractions and allow
yourself to concentrate on
your caller and their conver-
sation.
CHRISTMAS EDITION
Enjoy your rapport building. It will make your calls more
productive and pleasant for both you and your caller.
CHRISTMAS EDITION
Connections
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