Building Rapport

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  • Building Rapport

    1. 1. Building Rapport
    2. 2. <ul><li>Degree of Task-rapport Focus </li></ul><ul><li>Analyze customer’s communication style within first minute of call to determine time needed to build rapport versus time needed to drive toward issue resolution. </li></ul><ul><li>At the start of the call, introduce the company and yourselves EVEN if it is a transfer! </li></ul><ul><li>Engage in appropriate transitional rapport-building comments, while driving toward issue resolution . </li></ul>
    3. 3. Use of Empathy and Concern <ul><li>Respond with statements of empathy or concern to customer’s complaints </li></ul><ul><li>X DO NOT RESPOND WITH SILENCE , return to script, or perfunctory, task-focused remark to customer’s complaints </li></ul><ul><li>Provide value even when agent can’t offer direct help </li></ul><ul><li>Offer empathy and options </li></ul>
    4. 4. Use of appropriate tone <ul><li>Use calm, courteous, and friendly tone of voice </li></ul><ul><li>X DO NOT sound sarcastic, disparaging, impatient, indignant, or otherwise not empathic toward customer </li></ul><ul><li>X DO NOT sound cold, brusque, disengaged, or mechanical in demonstrating appropriate empathy when faced with limits to policy or procedure </li></ul><ul><li>(e.g. “I’m sorry, Ma’am, but you’re out of warranty. Those are the facts.”) </li></ul>
    5. 5. <ul><li>In every possible way, empathize! </li></ul><ul><li>If the customer says: “This is frustrating! I paid on the cut-off date stated on my bill. That means I got the payment in on time! Why was my service cut off?” </li></ul><ul><li>What should we say ? </li></ul><ul><li>If the customer says: “It took me a million years to get to you! Don’t you have a direct line to live people right away?” </li></ul><ul><li>what should we say? </li></ul>Empathize! Empathize!
    6. 6. <ul><li>Follow the call flow: Open your call properly, close it properly! Even on transfers. </li></ul><ul><li>Have genuine interest in what customers are saying. If you can’t, at least make it seem that you have! </li></ul><ul><li>Do not respond with silence. Please say something…and something nice! </li></ul>DON’T RUSH YOUR CALLS!
    7. 7. Magic Words “ Thank You ” “ You're Welcome” “ I’m Sorry ” “ Please ” Like magic spells and enchantments…it takes the FITTING WORDS and the RIGHT TONE for us to charm our customers… If we don’t take these to heart, these might backfire and come out as a curse!
    8. 8. Make customers feel that we’re HAPPY to serve them. SMiLE to go the EXTRA MILE !

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