ways to build and improve rapport with customers when ... · ways to build and improve rapport with...

Ways to build and improve rapport with customers when speaking on the

telephone

Rapport

A feeling of commonality.

People like people who are

like themselves.

Maslow’s ‘Hierarchy Of Needs’

Abraham Maslow1908 - 1970

Key points

• The importance of smiling on the call

• How we should start a conversation

• The importance of listening

• Demonstrate empathy over sympathy

• Use the customers name

Rapport

• A feeling of commonality

• People like people who are like themselves

The importance of smiling on the phone

Mehrabian’s ‘Model Of Communication’

The importance of smiling on the phone

Exercise

Hello!

Change your mind set

Instead of thinking:

‘I don't feel like smiling’.

Change your mind set and think:

‘Smiling will start the rapport process and help me to serve the customer better and faster’.

Change your mind set

Instead of thinking:

‘It’s nearly time to go home and this call has come through’.

Change your mind set and think:

‘Smiling will start the rapport process and help me to serve the customer better and faster, then I’ll be able to go home’.

Change your mind set

Instead of thinking:

‘This customer sounds like the difficult one I had last week’.

Change your mind set and think:

‘Maybe they do but what other evidence do I have that they are going to be like that customer – none, so I’ll focus on them as an individual.’

Quick summary

• We have learnt why a smile will lead to people feeling safe

and more sociable

• We have learnt that people hear your smile or lack of it,

through the tone of your voice

• We know that your customer will use the tone of your voice

to determine if you are friendly or not

• We have also touched on the fact that you might need to

change your mind set and that you can change it

How to start a conversation

Listening

“The most basic and powerful way to

connect to another person is to listen”.

Rachel Remen

Improve your listening skills

• Stop yourself from interrupting

• Stop yourself from preempting

• Start listening to what people say

• And as an extra tip because most of us have a dreadful

memory, write down the key points.

Empathy vs. Sympathy

Use the customers name

Rapport

• A feeling of commonality

• People like people who are like themselves

Key points for building rapport

• Smile!

• Start a conversation in a friendly way

• Listen

• Empathy not sympathy

• Use the customers name

Thank you for your time

www.beyondthebox.co.uk