Recorded Webinar: How to Improve Rapport with the Customer


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


Christine Knott - Headshot
Christine Knott
Beyond The Box

Antony Ryan - Headshot
Antony Ryan
West Unified Communication Services

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 20th Feb 2017 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

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