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Build Rapport Tips

Posted on June 4, 2016 | No Comments on Build Rapport Tips

Positive connection with your customer is essential, especially when you are speaking with them over the phone. The lack of visual interaction makes it seem difficult to understand the current state of your caller, but being nice to them (yes, even when things are rough and somehow heated) makes a lot of difference.

Some companies require their customer service representatives to build rapport with their customers. There are some agents who find this challenging, for reasons like they are not comfortable getting too friendly with the customers, or they just simply do not know where to start. Maybe you are one of them. Here are some tips on how to make each call a positive one.

Ask about how things are. You can use the most phrases like “How’s the weather?” or “How are you doing?” which is good. You are not recommended to ask personal questions anyway, and you don’t really want to do that. Maybe you can ask “How’s the day going?” or you can also start by saying, “I am having a good day today, what about you?”

Take note of the day or the coming holidays. If it’s Friday, you can ask your customer about his or her weekend plans. It’s nothing personal, but more of a conversation starter, really. You can also share your weekend plans first and ask the customer back.

Read a lot of current events. These events should be happening in the area where your callers are located. If your campaign caters to American customers, then update yourself on what’s going in Hollywood, or you can just basically discuss the trend in social media.

Hobbies. You can absolutely talk to your customers about hobbies. Ask them if they’re fond of reading books, crocheting, fishing, bowling or whatever it is that they might be interested in. The key there is to share them yours as well, so they may open up to you.

Building a positive connection with your customers should not be as challenging as it sounds. All you have to do is be confident in your calls, and keep in mind that you are the one who has to drive the call and not the other way around. As many positive calls you get, the day gets better. You might not know, but your customer’s got something bad and you’re just the person to brighten up his or her day.

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