Building Rapport Over the Phone 🌎
Languages: English, French, Spanish (North America)
Media Editing: The video module(s) in this subject are editable under our Content Studio offering unless otherwise indicated. For more information about Content Studio, contact your CSM.
Description: When you're dealing with a customer on the phone, you can't rely on visual cues to establish your relationship because you can't see them. Instead, you have to rely on your tone, inflection, and words to build a strong connection. Rapport is about creating a relaxed atmosphere where everyone can speak freely and comfortably. It's about developing mutual trust in an environment, even when you can't see the other person. In this subject, learners will be taught strategies for starting the call positively, ways to show they're actively listening, how to build empathy, and more.
Languages: English, French, Spanish (North America)
Media Editing: The video module(s) in this subject are editable under our Content Studio offering unless otherwise indicated. For more information about Content Studio, contact your CSM.
Description: When you're dealing with a customer on the phone, you can't rely on visual cues to establish your relationship because you can't see them. Instead, you have to rely on your tone, inflection, and words to build a strong connection. Rapport is about creating a relaxed atmosphere where everyone can speak freely and comfortably. It's about developing mutual trust in an environment, even when you can't see the other person. In this subject, learners will be taught strategies for starting the call positively, ways to show they're actively listening, how to build empathy, and more.
Languages: English, French, Spanish (North America)
Media Editing: The video module(s) in this subject are editable under our Content Studio offering unless otherwise indicated. For more information about Content Studio, contact your CSM.
Description: When you're dealing with a customer on the phone, you can't rely on visual cues to establish your relationship because you can't see them. Instead, you have to rely on your tone, inflection, and words to build a strong connection. Rapport is about creating a relaxed atmosphere where everyone can speak freely and comfortably. It's about developing mutual trust in an environment, even when you can't see the other person. In this subject, learners will be taught strategies for starting the call positively, ways to show they're actively listening, how to build empathy, and more.
Topics
How to Establish a Relationship of Trust
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The foundation of rapport is trust. It’s hard to build a relationship when you can’t see the other person, but there are several ways to create trust and establish a connection to show your customer you care. In this topic, learners are taught how to use reflective listening, personalize scripts, and how to help the customer relax during stressful situations. This includes using empathetic phrases, adjusting your tone and inflection, and more.
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Questions (level 1, 2, 3)
Video module
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Translated content is typically AI-generated, and in some instances, it's been human-reviewed. Review the list below for translation details within this topic.
English
French
Questions = human-translated
Video = human-translated
Spanish
Questions = human-translated
Video = AI-translated
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Smile while talking on the phone because it has a positive effect on your tone, inflections, and volume. This will help raise your trustworthiness and likability.
Start the conversation casually to relate to the caller. A casual question helps relax both the caller and yourself, and you can move the call forward from there.
Let the customer know you are listening by giving “verbal nods” – “um”,”ah”, “mhm”, “I see”. This shows you are concentrating on the customer and actively listening to them.
Repeat important information back to the customer to make sure you understand what they said. This will also help to increase their trust in you.
Use language that is similar to the caller’s because the words they choose show how they feel, especially when describing the situation. This can help create empathy between them and you.
Show empathy to the caller’s situation before you move into presenting a solution, as this shows you have a mutual understanding and trust.
If you work with a script, personalize it so it doesn’t sound like you’re reading off a piece of paper. Add in personal details, and engage in natural conversation, adapting to each caller.
Maintain a friendly, professional, and courteous tone, and use good inflection to show you have interest in their call. Be solution-oriented, and have a positive attitude.
Match the speed of the customer’s speech because it will show commonality. This could mean talking slowly, loudly, quietly, and being aware of the energy level.
Say the customer’s name often to get their attention and show your interest in them, and use it in a natural way to connect with the customer.
Ask open-ended questions to engage the customer, and follow-up questions to show that you’re listening. This enables a two-way conversation and shows your interest.
Build trust with the caller by keeping small promises, like placing them briefly on hold, and apologizing if it takes too long. This will show you have control and are leading the relationship.
