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

    telephone

  • Rapport

    A feeling of commonality.

    People like people who are

    like themselves.

  • Maslows Hierarchy Of Needs

    Abraham Maslow1908 - 1970

  • 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

  • Rapport

    A feeling of commonality

    People like people who are like themselves

  • The importance of smiling on the phone

  • Mehrabians Model Of Communication

  • The importance of smiling on the phone

  • Exercise

    Hello!

  • 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.

  • Change your mind set

    Instead of thinking:

    Its 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 Ill be able to go home.

  • 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 Ill focus on them as an individual.

  • 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

  • How to start a conversation

  • Listening

    The most basic and powerful way to

    connect to another person is to listen.

    Rachel Remen

  • 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.

  • Empathy vs. Sympathy

  • Use the customers name

  • Rapport

    A feeling of commonality

    People like people who are like themselves

  • Key points for building rapport

    Smile!

    Start a conversation in a friendly way

    Listen

    Empathy not sympathy

    Use the customers name

  • Thank you for your time

    www.beyondthebox.co.uk