Ways to build and improve rapport with customers when speaking on - - PowerPoint PPT Presentation

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Ways to build and improve rapport with customers when speaking on - - PowerPoint PPT Presentation

Feb 27, 2024 364 likes •599 views

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 Maslow 1908 - 1970 Key points

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

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Rapport A feeling of commonality. People like people who are like themselves.

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Maslow’s ‘Hierarchy Of Needs’

Abraham Maslow 1908 - 1970

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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
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Rapport

  • A feeling of commonality
  • People like people who are like themselves
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The importance of smiling on the phone

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Mehrabian’s ‘Model Of Communication’

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The importance of smiling on the phone

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Exercise

Hello!

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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’.

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Change your mind set

Instead of thinking: ‘It’s 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 I’ll be able to go home’.

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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 I’ll focus on them as an individual.’

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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

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How to start a conversation

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Listening

“The most basic and powerful way to connect to another person is to listen”. Rachel Remen

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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.

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Empathy vs. Sympathy

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Use the customers name

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Rapport

  • A feeling of commonality
  • People like people who are like themselves
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Key points for building rapport

  • Smile!
  • Start a conversation in a friendly way
  • Listen
  • Empathy not sympathy
  • Use the customers name
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Thank you for your time www.beyondthebox.co.uk