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    Rapport Building

    Uploaded by

    Reshmi Rajesh
    The document discusses the importance of establishing rapport when working in a call center industry. It emphasizes that the first 15 seconds of a call make a lasting first impression and can affect the long-term business relationship. Some tips for building rapport include greeting the caller warmly, using their name, having a positive tone, and carefully phrasing responses to treat the caller as a friend and build trust. Maintaining an interactive two-way conversation is important to keep the customer engaged rather than just reading a script.

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    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd

    Rapport Building

    Uploaded by

    Reshmi Rajesh
    103 views11 pages
    The document discusses the importance of establishing rapport when working in a call center industry. It emphasizes that the first 15 seconds of a call make a lasting first impression and can affect the long-term business relationship. Some tips for building rapport include greeting the caller warmly, using their name, having a positive tone, and carefully phrasing responses to treat the caller as a friend and build trust. Maintaining an interactive two-way conversation is important to keep the customer engaged rather than just reading a script.

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    training

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    The document discusses the importance of establishing rapport when working in a call center industry. It emphasizes that the first 15 seconds of a call make a lasting first impression and can affect the long-term business relationship. Some tips for building rapport include greeting the caller warmly, using their name, having a positive tone, and carefully phrasing responses to treat the caller as a friend and build trust. Maintaining an interactive two-way conversation is important to keep the customer engaged rather than just reading a script.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    103 views11 pages

    Rapport Building

    Uploaded by

    Reshmi Rajesh
    The document discusses the importance of establishing rapport when working in a call center industry. It emphasizes that the first 15 seconds of a call make a lasting first impression and can affect the long-term business relationship. Some tips for building rapport include greeting the caller warmly, using their name, having a positive tone, and carefully phrasing responses to treat the caller as a friend and build trust. Maintaining an interactive two-way conversation is important to keep the customer engaged rather than just reading a script.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 11

    Importance of

    Establishing Rapport

    If there is one industry which is catching the
    imagination globally, it is the call center industry.

    The call center industry is primarily a people centric
    industry. This industry requires people with good
    communication skills and basic computer knowledge.




    Communication Skills

    Establishing rapport.


    Do you have good rapport with your customers?

    First impression is made in the first few seconds of the call
    (approximately in about 15 seconds), how you conduct
    yourself in this critical time would effect the business
    relationship you have with your caller forever.

    When you communicate on phone, the focus is on your voice
    and your words and from then a lasting impression is created
    by the caller on you as well as the company.


    Greet the caller
    Identify yourself
    Display a friendly attitude
    Have a positive tone
    Use the callers name
    Use careful phrasing
    Do not sound robotic


    Greet the caller warmly.
    This also helps in building
    rapport with your
    customer.

    Treat the caller as your
    friend as this would
    establish a comfort zone
    and helps you to earn
    their trust.

    Good morning. My
    name is ___, how may
    I assist/help you?

    People like to know
    who they are speaking
    with. It makes the
    caller remember you
    for a long time for the
    service provided.

    As a front end representative
    over the phone, the caller
    interacts with you only
    verbally. So the focus is
    completely on your voice and
    the words that are used. It
    may not just be the
    information you are providing
    that is coming out loud and
    clear, but the attitude and tone
    also matters.

    Keep the your attitude
    positive, friendly and helpful.
    Smile when you attend the call
    and it will be reflected in a
    pleasant tone to the customer.

    Calling the customer
    by his name
    personalizes the call.

    It makes the
    customer feel that he
    is being given
    importance.

    Carefully phrase the sentences during the call. Careful
    phrasing also helps in rapport building. Here the choice of
    words is supposed to be taken care of.
    After the customer has put forward his requirement.
    Use I believe Airtel has an offer which you may be
    interested in
    Avoid I have an offer for you
    Use May I tell you about it.
    Avoid Let me tell you about it

    The call should be interactive.
    There should be a two-way
    communication between you and
    your customer. Reading or scripting
    the information might irritate the
    customer and kill the created
    rapport.
    The customer will only become an
    audience and not a participant.
    Memorize the script and practice
    saying it out loud until it sounds
    natural.

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