Recorded Webinar: How to Improve Rapport with the Customer



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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- Headshot
Christine Knott
Beyond The Box
Antony Ryan- Headshot
Antony Ryan
West Unified Communication Services
Rachael Trickey- Headshot
Rachael Trickey
Call Centre Helper

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This webinar was brought to you by Call Centre Helper and is sponsored by Intrado


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