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Page 1: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality
Page 2: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

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

telephone

Page 3: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Rapport

A feeling of commonality.

People like people who are

like themselves.

Page 4: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Maslow’s ‘Hierarchy Of Needs’

Abraham Maslow1908 - 1970

Page 5: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

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

Page 6: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Rapport

• A feeling of commonality

• People like people who are like themselves

Page 7: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

The importance of smiling on the phone

Page 8: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Mehrabian’s ‘Model Of Communication’

Page 9: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

The importance of smiling on the phone

Page 10: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Exercise

Hello!

Page 11: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

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’.

Page 12: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

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’.

Page 13: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

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.’

Page 14: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

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

Page 15: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

How to start a conversation

Page 16: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Listening

“The most basic and powerful way to

connect to another person is to listen”.

Rachel Remen

Page 17: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

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.

Page 18: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Empathy vs. Sympathy

Page 19: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Use the customers name

Page 20: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Rapport

• A feeling of commonality

• People like people who are like themselves

Page 21: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Key points for building rapport

• Smile!

• Start a conversation in a friendly way

• Listen

• Empathy not sympathy

• Use the customers name

Page 22: Ways to build and improve rapport with customers when ... · Ways to build and improve rapport with customers when speaking on the telephone. Rapport A feeling of commonality

Thank you for your time

www.beyondthebox.co.uk