Building rapport over the phone: 10 strategies for building rapport and cultivating customer relationships

1. 10 STRATEGIES FOR
BUILDING RAPPORT AND
CULTIVATING CUSTOMER
RELATIONSHIPS
MASTER THE ART OF
SUCCESSFUL PHONE
INTERACTIONS

2. 1.Make the caller feel
welcome
Creating a welcoming
atmosphere sets the stage for
positive interactions.
Before answering the phone, adjust your
posture by sitting straight and leaning
slightly forward. This not only contributes
to a richer tone but also boosts your
confidence.
Taking deep breaths will make you sound
more alert and convey your enthusiasm that
the customer has called.
This practice enhances the clarity of your
voice, projecting confidence and
alertness, ultimately fostering more
productive conversations.
Moreover, it helps reduce tension, keeps
you focused, calm, and relaxed.

3. 1.Make the caller feel
welcome
Remember to open the call with
a smile.
A smile can be heard and a ‘smiling voice’
is more welcoming and relaxing.
Your caller will feel appreciated and
subconsciously form a positive impression of
you.

4. 2.Visualize the caller
Shift your perspective – the voice
on the other end is a real person!
Create a mental image of your caller to
remind yourself that you're connecting with
another human being.
This helps establish a more personal and
meaningful connection.
Imagine their expressions and verbal
responses, putting in extra effort to make
them feel welcome and valued.

5. 3.Mirror the caller
Building rapport is often about finding
common ground.
People tend to like those who are similar to
themselves. The technique of mirroring, or
"reflectioning," is based on this
psychological principle.
Subtly imitate the voice qualities of the
person at the other end of the line,
matching their pace, tone, and even the
choice of words.
This technique, when executed seamlessly,
puts the caller at ease and establishes a
sense of trust.
Mirror their pace: If the caller speaks
quickly, adjust your pace accordingly.
People appreciate what's familiar, and
matching their speed builds a sense of
connection.
Mirror their tone: Listen to how the
caller speaks and adapt your tone to
match. If they have a regional accent,
subtly adjust your pronunciation to
create a sense of familiarity.
Harness the power of similarity.

6. 3.Mirror the caller
Mirror their use of words: Pay attention
to the words and phrases the caller uses,
and incorporate similar language into
your responses. This helps establish a
sense of shared understanding.
The key to effective mirroring is subtlety.
The goal is to communicate on an
unconscious level that you're not a threat
but a potential friend and ally.

7. 4.Listen actively
Active listening is a cornerstone
of rapport building.
Active listening is an art, especially
challenging over the phone where visual
cues are limited.
To maintain concentration, eliminate visual
distractions:
Silence computer notifications: The
constant ping of incoming emails can be a
significant distraction. Turn off
notifications to stay focused on the
conversation.
Minimize phone notifications: Buzzing
phones can disrupt your concentration.
Mute unnecessary alerts to ensure a more
focused and attentive listening
experience.
Stay still when listening: Avoid fidgeting
or constantly changing your seating
position. Your caller will appreciate your
undivided attention.

8. 4.Listen actively
Pay attention to what is said,
how it is said and to what is not
said.
Listen attentively not only to the spoken
words but also to how they are conveyed. Pay
close attention to the tone, pacing, and
emotions embedded in the words.
Effective listening involves going beyond
the literal words and tuning into the
unspoken cues.
Observe reactions, note pauses, and consider
the overall pace to grasp the underlying
emotions, such as stress, anger, or
frustration.
Listening in this way allows you to grasp the
full spectrum of the caller's feelings and
thoughts.

9. 4.Listen actively
Let your caller know that you are
listening.
Use supportive noises and connecting
words to signal and demonstrate your
active engagement in the conversation.
Respond with gentle 'ums' and 'ahs,' along
with affirming phrases like "OK," "yeah," or "I
get it."

10. These verbal cues serve multiple purposes:
Express understanding: Affirmative
responses like "OK" or "I get it" show that
you are following the caller's message
and comprehending their points.
Maintain flow: Using gentle noises like
"um" or "ah" can fill pauses without
interrupting the caller, indicating that
you're still attentive and processing the
information.
Provide emotional support: These verbal
cues can convey empathy and support,
making the caller feel heard and
understood.
Build rapport: By affirming the caller's
words, you create a positive atmosphere,
fostering a sense of connection and trust
in the conversation.
4.Listen actively

11. 5.Don't interrupt to
impose your solution
Resist the urge to interrupt.
Employ these strategies to establish a
genuine connection:
Allow the caller to finish each point:
Interrupting is a waste of time and limits full
understanding of the message. Interrupting at
the wrong time can cause the caller to feel
like they need to repeat themselves, which
will only lengthen your call time.
Don’t jump to conclusions:
Finishing their sentences shows that you’ve
been thinking of what you want to say while
they are still talking
Remain focused:
Tune in to what the caller is trying to put
across. Hear everything that is said, not just
the parts that you agree with!
As the saying goes, "The biggest
communication problem is that we don’t
listen to understand but listen to reply."

12. 5.Don't interrupt to
impose your solution
Share their priorities :
Every caller will have a list of priorities. Make
them also your priorities. Address them in the
right order (mirroring them) to reassure your
caller that you know what they want and that
you are taking care of them.

13. 5.Don't interrupt to
impose your solution
Handling Talkative Callers.
Interrupting a talkative caller is not always
recommended, as it can be perceived as rude
or impolite.
However, in certain situations, strategic
interruptions may be necessary to:
Regain control of the conversation: If a
caller is providing excessive or irrelevant
information, interrupting can help you
guide the conversation back to the main
topic or address their needs more
efficiently.
Maintain efficiency: In a customer
service setting, where time is often a
factor, interruptions may be necessary to
ensure that the conversation stays within a
reasonable timeframe while still
addressing the caller's concerns.
Ensure clarity: Strategic interruptions
can be used to seek clarification on
specific points or to prevent
misunderstandings, ensuring that both
parties are on the same page.

14. 5.Don't interrupt to
impose your solution
Techniques to handle talkative
callers effectively:
1. Use the caller's name:
Politely interrupt by addressing the caller
using their name.
["Caller's Name], I appreciate your input and
I'd like to address your concerns step by
step."
2. Signal engagement with pauses:
Insert well-timed pauses to signal that you
are actively listening and engaged in the
conversation. This can encourage the caller
to pause as well, creating opportunities for a
more balanced exchange.
3. Express agreement or understanding:
Introduce interruptions by expressing
agreement or understanding with the caller's
points.
"I understand your perspective, and I'd like to
ensure we cover all aspects of your concern."
4. Paraphrase key points:
Instead of abruptly interrupting, paraphrasing
involves summarizing the essential elements
of what the caller has said.

15. 5.Don't interrupt to
impose your solution
By restating their key points, you demonstrate
understanding while gently guiding the
conversation in a more focused direction.
"If I understand correctly, you're concerned
about [summary of key points]. Is that
accurate?"
5. Provide subtle guidance:
Offer gentle suggestions or guidance to
nudge the conversation toward a specific
aspect or topic. This helps maintain a
constructive and purposeful dialogue without
coming across as dismissive.
"I appreciate your thorough explanation. To
ensure we address your concerns effectively,
could we now focus on [specific aspect]?"
6. Pose clear and direct questions:
Rather than interrupting, ask questions that
prompt concise responses and steer the
conversation in a focused direction.
"To better assist you, can you share more
details about [specific aspect]?"
These strategies seek to balance active
engagement and productive conversation,
even in situations requiring interruptions.

16. 6.Repeat back to show
interest
Prove your engagement by
repeating back what you've
heard.
When you repeat back, you're essentially
paraphrasing what the other person has said.
This involves expressing their message using
your own words while preserving the intended
meaning.
The purpose is to convey your understanding
of the message back to the caller.
By doing so, you confirm that you've
grasped the content and are actively
engaged in the conversation.
Active listening goes beyond merely
hearing words.

17. 6.Repeat back to show
interest
Clarification of understanding:
By repeating back, you create an opportunity
to verify that your interpretation aligns with
the caller's intended message. This helps
prevent misunderstandings.
Feedback for the caller:
The act of reflecting provides the caller with
feedback on how their message is being
received. It allows them to gauge whether
their communication is clear and effectively
conveyed.
Demonstration of interest and respect:
Reflecting back the message shows that you
are genuinely interested in what the other
person is saying. It's a demonstration of
respect for their perspective and a
commitment to understanding their viewpoint.
It shows that you are making an effort to
understand their thoughts and feelings.
Benefits of reflecting:

18. 6.Repeat back to show
interest

19. 7.Establish an
emotional connection
through empathy
Empathy is the art of understanding and
acknowledging a caller’s feelings and
needs, before finding a solution that
meets them.
It‘s a great way of building rapport, because
the customer feels understood and cared
about.
Taking a moment to express
genuine empathy can
significantly improve the
customer experience.
When handling complaints, it's common to
jump into information gathering.
You would be asking them for their name,
invoice number, date of purchase, and
perhaps a half dozen other questions.
The problem with this approach is it
sounds like an interview or worse, an
interrogation.

20. 7.Establish an
emotional connection
through empathy
Put yourself in the caller’s shoes:
Imagine the impact the problem has on their
day. If struggling to display empathy,
envision them as a close friend or family
member.
Take a personal interest:
If a caller mentions a personal detail, such
as being in the hospital, ask about their
recovery.
Remain neutral and offer constructive
answers:
Before jumping into problem-solving,
acknowledge the caller’s concerns through
genuine empathy. They need to feel that you
have really „heard“ them.
Remember, the right tone of voice is
crucial in conveying genuine empathy!
Building rapport through
empathy involves:

21. 7.Establish an
emotional connection
through empathy

22. 8.Ask questions to
guide, understand and
retrieve data
Take the lead in the
conversation by asking
questions.
Asking questions helps you gather essential
information about the caller, allowing you to
comprehend their specific needs, challenges,
and problems.
This understanding is foundational to
providing effective assistance.
By delving into the caller's wants and needs,
you gain insights that enable you to tailor
your assistance to meet their specific
requirements.
This personalized approach enhances the
likelihood of a successful resolution.
The act of asking questions signals to the
caller that you are genuinely interested in
their concerns.
This demonstrates that you are not just
focused on completing a transaction but
are invested in ensuring the caller's needs
are addressed comprehensively.

23. 8.Ask questions to
guide, understand and
retrieve data
The Funnel Technique for
successful phone interactions.
It is essential to employ various types of
questions at different stages of the call.
The different types of questions are used
in a structured approach called the funnel
technique.
This method begins with open-ended
questions to gather a comprehensive
understanding of the caller's situation.
It then progressively narrows down to more
specific inquiries, fostering a detailed
understanding, facilitating efficient problem-
solving and ensuring a smooth and customer-
centric communication flow.
Here are the six types of questions used to
guide the conversation effectively and for
optimal impact:

24. 8.Ask questions to
guide, understand and
retrieve data
The funnel technique's systematic
progression from broad to specific
questions optimizes communication flow,
builds trust, and facilitates problem-
solving, contributing to the overall
success of phone interactions.

25. 9.Choose the right
words
Optimize communication with
positive language.
Hearing positive words stimulates activity
in the frontal lobes of the brain, promoting
cognitive function.
This neurological response enhances the
cognitive processes involved in
communication and contributes to a more
positive and receptive mindset.
The way you choose your words
significantly influences communication
outcomes.
The words you select can shape how your
message is perceived, understood, and
received by the caller.
Explore these strategies to craft words that
foster rapport, convey empathy, and enhance
phone interactions:

26. 9.Choose the right
words
Negative language triggers the release of
stress-inducing hormones in both the speaker
and the listener, elevating anxiety and
reducing communication effectiveness.
These chemicals impede cognitive functions,
hindering proper reasoning and logical
acceptance.
A single negative word can activate the
amygdala, the brain region associated with
fear, initiating the release of stress
hormones that disturb overall brain function.
Avoid negative language containing words
like 'not,' 'never,' 'can’t,' as it triggers
stress hormones.
Speak about what you can do, not what
you can't.

27. 9.Choose the right
words
Choose words that convey
positive emotions.
Words make people feel emotions.
The choice of words plays a crucial role in
evoking positive emotions and building
rapport.
The words and expressions you use in your
communication with callers have the power
to influence how they feel and perceive the
interaction as a whole.

28. 9.Choose the right
words
In summary, it's crucial to be intentional
with language to create a positive,
empathetic, and effective customer
experience.
The words you choose not only convey
information but also play a crucial role in
shaping the emotional tone of the
interaction, influencing how callers
perceive the company or service.

29. 9.Choose the right
words
Don‘t unintentionally negate
what you are about to say.
When you negate what you're about to say,
you introduce doubt or a lack of conviction.
This can affect how your message is
perceived by others.
It's crucial to communicate with
confidence and clarity to ensure that the
caller understands and trusts the
information you're providing.
Here are some expressions of uncertainty that
can unintentionally diminish the impact and
credibility of your message:
1. Use of conditional
'I could ask him to call you back. I suppose he
might have the answer to your question.'
The use of conditional and uncertainty
introduces doubt in the caller’s mind, making
you lose credibility and believability.
Instead say: ‘I am going to ask him to call you
back. I am sure he will have the answer to
your question.’

30. 9.Choose the right
words
2. Use of "Try" and "Maybe"
‘I‘ll try to find an answer to your question.
Maybe, you‘ll get it.’
‘Try and maybe’ implies that you are
unreliable, lacking motivation and that you
will not do what you say you will do.
Instead say: ‘I will find an answer to your
question. You will get it as soon as possible.’
3. Use of "Just"
‘I am just the secretary. My manager will have
the answer to your question.’
‘Just’ implies that your ability to help the
caller is limited.
Instead say: ‘I am his secretary, so I will ask
my manager to answer your question.’
4. Use of uncertainties after a statement
‘I think we are closed on Saturdays. But I
could be wrong. I don‘t want to mislead you.’
Using uncertainties after a statement shows a
lack of belief in yourself and what you are
saying, making yourself less persuasive.
Instead say: ‘My manager will confirm if he’s
available Saturday.’

31. 9.Choose the right
words
5. Use of uncertain phrases before a
statement
‘I know it‘s hard to explain....This probably
isn‘t the best way to say this, but.... Maybe
my wording is incorrect, but....’
These expressions can give the impression
that you are uncertain about your own
communication, potentially undermining the
clarity and confidence of the message.
Instead say: ‘I will make it simple. I will be as
clear as possible. To simplify…’
By avoiding unintentional negation and
choosing more assertive and confident
language, you enhance the effectiveness
of your communication, maintain
credibility, and contribute to a more
persuasive and impactful message.

32. 9.Choose the right
words
Don’t overuse intensifiers.
Intensifiers, when used appropriately and in
moderation, can add emphasis and clarity to
your communication.
However, when overused, they can dilute
the impact of your message and make it
sound less credible.
Excessively using intensifiers such as 'really,'
'very,' or 'a lot' in your communication can
have a negative impact on the effectiveness
of your message, weaken your statements,
and reduce credibility."
Good Use of Intensifier:
"He's quite busy at the moment, handling
multiple important tasks. I expect him to be
available later in the day."
In this example, the intensifier "quite" adds
emphasis to the degree of busyness without
being excessive. It enhances the description
without diminishing the credibility of the
statement.

33. 9.Choose the right
words
Drop bad habits to improve your
communication.
Potentially problematic use of intensifier:
"He's really, really busy right now. He has a
ton of appointments and a whole bunch of
tasks to complete."
In this case, the excessive use of intensifiers
like "really," "ton," and "whole bunch" can
make the statement sound less precise and
may weaken its impact.
It could be improved by using fewer
intensifiers for a more straightforward and
credible expression:
“He's busy right now, handling appointments
and tasks. He will get back to you as soon as
he's done."
By minimizing the use of intensifiers, your
message remains clear and maintains a
higher level of credibility, enhancing its
overall impact.
To enhance your communication, it's
advisable to lose certain bad habits that can
all hinder effective expression, such as:

34. 9.Choose the right
words
Ready-made formulas:
Using generic phrases can make customers
feel undervalued or like they are receiving
scripted responses, reducing the personal
touch in customer interactions.
Example: "Thank you for calling. Your
satisfaction is our top priority, and we
appreciate your patience. We are here to
assist you."
Improved Approach: "Thank you for reaching
out. How may I assist you today?"
Periphrases:
Customers often seek clear and concise
information. Overly complex or verbose
language can lead to confusion and
frustration.
Example: "I'd like to discuss the unforeseen
circumstances that have impacted the
expected timeline for the resolution of your
concern."
Improved Approach: "Let's talk about the
unexpected issues affecting when we can
resolve your concern."

35. 9.Choose the right
words
Familiar language:
While friendliness is essential, using overly
casual or familiar language may be perceived
as unprofessional in customer service or other
professional interactions.
Example: "Hey there! Your account is kind of
messed up, but don't worry; we'll figure it out,
okay?"
Improved Approach: "Hello! I noticed an issue
with your account. Let's work together to
resolve it, shall we?"
Personal opinions:
Customer service or quality should rely on
facts and solutions rather than personal
opinions, which can be subjective and may
not address the customer's needs effectively.
Example: "I believe our service is the best in
the industry. You can trust us completely."
Improved Approach: "We strive to provide
excellent service. Let me share some details
about what sets us apart."

36. 9.Choose the right
words
In summary, these bad habits hinder your
communication by diminishing clarity,
personalization, professionalism, and
persuasive power. Adopting more direct,
clear, and evidence-based communication
practices can help overcome these
challenges.
Specific strategies for handling
angry callers.
When dealing with upset or angry callers, it's
important to choose sentences that convey
empathy, assurance, and a commitment to
resolving the issue.

37. 9.Choose the right
words
Here are 10 strategies to navigate anger or
frustration in customer interactions:

38. 9.Choose the right
words
The language used is aimed at de-
escalating the situation, creating a
positive interaction, and assuring the
caller that their concerns are being taken
seriously and will be addressed
effectively.

39. 10.Summarize and
close the conversation
Conclude calls successfully: 5
Steps for a lasting positive
impact:
The way a communication is closed plays a
crucial role in shaping how the conversation
is remembered.
The final 30 seconds are pivotal, as they
significantly influence the customer's
opinion of your service or your company.
1. Provide a comprehensive summary and
review:
Begin by summarizing the key points of the
conversation, ensuring the caller's needs are
accurately captured. Encourage the caller to
review and confirm these points for clarity.
"Before we conclude, let me summarize our
discussion. We've addressed your concerns
regarding [specific issue], explored solutions,
and confirmed your preferences for
[resolution]. Does that align with your
understanding, or is there anything you'd like
to revisit?"

40. 10.Summarize and
close the conversation
2. Discuss next steps:
Guide the caller through the anticipated next
steps, whether it involves follow-up actions,
additional information, or a continuation of
the service. Clarify the path forward for a
seamless transition.
"Looking ahead, our next steps involve
[specific actions]. I'll send you an email with
a summary and the details we discussed
today. If you have any questions after our
call, feel free to reply to that email."
3. Express gratitude and positivity:
Conclude the conversation on a positive note
by expressing gratitude for the caller's time
and the opportunity to assist. This reinforces
a positive impression of the interaction.
"Thank you for sharing your concerns with us
today. We appreciate your time and the
opportunity to assist you."

41. 10.Summarize and
close the conversation
4. Offer further assistance:
Before concluding, check if there's anything
else you can assist with. Demonstrate a
commitment to the caller's satisfaction by
addressing any additional questions or
concerns.
"Before we wrap up, is there anything else I
can assist you with? Our goal is to ensure
you're completely satisfied with our service,
and I'm here to help."
5. Confirm understanding and closure:
Ensure mutual understanding by summarizing
the agreed-upon points, and confirming that
the caller's needs have been addressed.
Provide assurance and close the conversation
with a clear acknowledgment.
"To ensure we're on the same page, we've
covered [key points]. If everything aligns with
your expectations, we'll consider this matter
addressed. Thank you once again for
reaching out."

42. 10.Summarize and
close the conversation
In essence, the summarization and closure
phase is an opportunity to leave a lasting
positive impression. It ensures clarity,
expresses gratitude, and reinforces a
customer-centric approach, contributing
to a memorable and satisfying customer
experience.

43. Mastering phone interactions is
an art that demands a blend of
emotional intelligence and the
incorporation of these strategies
into a step-by-step process.
In essence, it transcends spoken words; it involves
skillfully orchestrating these elements for
effective communication.
By seamlessly integrating these strategies, you
empower yourself to navigate diverse
scenarios, building meaningful connections
and ensuring successful outcomes over the
phone.
MASTER THE ART OF
SUCCESSFUL PHONE
INTERACTIONS