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

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

Recommended Articles

Best Tips, Phrases and Words to Use for Building Rapport
Best Tips, Phrases and Words to Use for Building Rapport
rapport on chalkboard
27 Effective Ways to Build Rapport With Customers
Build Rapport on the Phone for Success
How to Build Rapport on the Phone
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.