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

Beyond The Box

Antony Ryan

West Unified Communication Services

Rachael Trickey

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn