We all know that being ‘in rapport’ with the customer can build trust and reduce repeat calls. But it is often difficult to achieve in a busy contact centre environment.
In this webinar we look at ways to build and improve rapport with customers over the phone.
Topics Discussed
- Rapport building
- Opening the call with a smile
- How to start a conversation with your customer
- Listening skills
- Showing empathy with the customer
- Empathy words and statements
- Use of the Customer’s Name
- Listening to calls
- How technology can help improve rapport
- Top tips from the audience
Panellists
Christine Knott
Beyond The Box
Antony Ryan
West Unified Communication Services
Rachael Trickey
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by Intrado
