Comments on: How do I – build rapport with callers? http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: jk http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-31387 jk Thu, 26 Jan 2012 07:59:26 +0000 #comment-31387 I have an interview on wednesday and I have to do a presentation on 'how to build up a rapport with your customer' (its more like an interactive training session that I have to do) I'm not looking forward to it although its something that I can do with my eyes shut on a day to day basis!!!! - this article has really helped me though, Im sure I can make use of some of the stuff in here!!! *big gulp* I have an interview on wednesday and I have to do a presentation on ‘how to build up a rapport with your customer’ (its more like an interactive training session that I have to do) I’m not looking forward to it although its something that I can do with my eyes shut on a day to day basis!!!! – this article has really helped me though, Im sure I can make use of some of the stuff in here!!!
*big gulp*

]]> By: joseph http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-30898 joseph Sun, 05 Jun 2011 06:29:12 +0000 #comment-30898 Great! Thank You! Great! Thank You!

]]> By: Jesy http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-30246 Jesy Sun, 14 Nov 2010 10:25:28 +0000 #comment-30246 I would like to know how I can help call center agents be motivated to use customer's name all throughout the call. I would like to know how I can help call center agents be motivated to use customer’s name all throughout the call.

]]> By: Tj http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-28961 Tj Mon, 08 Feb 2010 12:02:15 +0000 #comment-28961 great stuff!!! great stuff!!!

]]> By: Anonymous http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-28788 Anonymous Thu, 31 Dec 2009 05:26:51 +0000 #comment-28788 thanx for excellent article,which is really motivating thanx for excellent article,which is really motivating

]]> By: Paolo http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-28471 Paolo Tue, 20 Oct 2009 05:21:59 +0000 #comment-28471 you have a very informative website or browser i'm going to use the tips all i can say keep up the good work. you will help a lot of job seekers thank you and more power you have a very informative website or browser i’m going to use the tips all i can say keep up the good work. you will help a lot of job seekers thank you and more power

]]> By: saurabh sundariyal http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-27095 saurabh sundariyal Thu, 27 Aug 2009 18:58:39 +0000 #comment-27095 good comments. good comments.

]]> By: John Hill http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-26882 John Hill Mon, 24 Aug 2009 23:06:38 +0000 #comment-26882 Good article, some of the techniques we learned on our NLP courses were to try very quickly to uderstand what thecustomers lead system (modality) was. Everyone has a lead system and a secondry system, the significence here is that the lead system is used by people to make decisions about well everything. The main 3 systems are visual, kinosthetic, audio, there is also AD (Audio digital). The clients voice (over the telephone) will often give this away, if they talk in visual modalities a lot they will most probably have a visual lead system. An example of this would be: I am strying to see your point of view but is is not really clear for me. Once the lead system has been understood the call centre operator can then start to communicate (verbally) using this modality. For instance the operator in the above example might say: I see that you are trying to get a clear picture of the situation at our end and I will try to ensure that I can provide with a full view of your account. In my experience it also pays to understand pacing and leading (NLP), if you pace the customer (pace is to exactly emulate the customer in as many ways possible) and you do that very well, you will soon be able to lead (powerfully influence) the customer in the direction you are trying to take them. In the call centre situation, you would try to pace them using a) voice tonality b) speed and volume of the speech c)empathy. Another way of explaining pacing and leading is to imagine you are trying to jump onto a moving train. If you just lunged at it from a standing start, it would be very messy and if you manged to run along side of the train for a few minutes it would be much easier to slide onto it. When you put all of this together and you use theother skills you mentioned, you will be an amazing tele-sales operator. Thanks, John. Good article, some of the techniques we learned on our NLP courses were to try very quickly to uderstand what thecustomers lead system (modality) was.

Everyone has a lead system and a secondry system, the significence here is that the lead system is used by people to make decisions about well everything. The main 3 systems are visual, kinosthetic, audio, there is also AD (Audio digital).

The clients voice (over the telephone) will often give this away, if they talk in visual modalities a lot they will most probably have a visual lead system. An example of this would be: I am strying to see your point of view but is is not really clear for me.

Once the lead system has been understood the call centre operator can then start to communicate (verbally) using this modality. For instance the operator in the above example might say: I see that you are trying to get a clear picture of the situation at our end and I will try to ensure that I can provide with a full view of your account.

In my experience it also pays to understand pacing and leading (NLP), if you pace the customer (pace is to exactly emulate the customer in as many ways possible) and you do that very well, you will soon be able to lead (powerfully influence) the customer in the direction you are trying to take them. In the call centre situation, you would try to pace them using a) voice tonality b) speed and volume of the speech c)empathy.

Another way of explaining pacing and leading is to imagine you are trying to jump onto a moving train. If you just lunged at it from a standing start, it would be very messy and if you manged to run along side of the train for a few minutes it would be much easier to slide onto it.

When you put all of this together and you use theother skills you mentioned, you will be an amazing tele-sales operator.

Thanks,
John.

]]> By: john http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-18281 john Tue, 02 Jun 2009 17:36:59 +0000 #comment-18281 greate tips i will try this tommorow at work im a technical support rep for bb company in new zealand & im always lacking rapport maybe im to technical on my customer hope this helps me cheers!! greate tips i will try this tommorow at work im a technical support rep for bb company in new zealand & im always lacking rapport maybe im to technical on my customer hope this helps me cheers!!

]]> By: Phoebe http://www.callcentrehelper.com/how-do-i-build-rapport-with-callers-188.htm/comment-page-1#comment-5884 Phoebe Mon, 08 Dec 2008 05:34:04 +0000 #comment-5884 Another good article worth sharing to all CSR.. thanks! We like to be with people who are like us... same goes for our customers. It saves a lot of time talking on the phone.. and brings more satisfied customer by speaking the same language and keeping it clean. Another good article worth sharing to all CSR.. thanks!

We like to be with people who are like us… same goes for our customers. It saves a lot of time talking on the phone.. and brings more satisfied customer by speaking the same language and keeping it clean.

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