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Rapport Building in Call Center Training

This document outlines a training session on building rapport. It discusses defining rapport, the importance of rapport in customer service, and techniques for building rapport including the "three Ps" - being polite, professional, and positive. It also covers matching a customer's behavior by responding calmly to calm customers, being cheerful but professional with friendly customers, and being sympathetic or assuring with stressed or angry customers. The goal is to leave attendees understanding what rapport is, how to build it through the three Ps and matching behaviors, and feeling able to apply these techniques in their customer calls.

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David Muscat
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7 views6 pages

Rapport Building in Call Center Training

This document outlines a training session on building rapport. It discusses defining rapport, the importance of rapport in customer service, and techniques for building rapport including the "three Ps" - being polite, professional, and positive. It also covers matching a customer's behavior by responding calmly to calm customers, being cheerful but professional with friendly customers, and being sympathetic or assuring with stressed or angry customers. The goal is to leave attendees understanding what rapport is, how to build it through the three Ps and matching behaviors, and feeling able to apply these techniques in their customer calls.

Uploaded by

David Muscat
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Building Rapport

Training Session Notes


0-1 : Introduction to the Session
1. Greet attendees - Team Managers via the phone

2. Provide overview of the session


a. What is Rapport and why it plays an important role within excellent Customer Service
b. Three things to consider to help build Rapport
c. Matching behaviours

3. Summary - Discuss Key ‘Take-Aways’


1-5 - What is Rapport?
1. Question: What is Rapport to you?

2. According to the all wise and powerful Google: a close and harmonious
relationship in which the people or groups concerned, understand each
other's feelings or ideas and communicate well.
a. (Breakdown 3 underlined sections)

3. Question: Considering this and the types of calls we have with our callers, can
you tell me why it may be important to convey to these three points?
5-9 : Three things to consider to help build rapport
1. There are multiple ways to help you build rapport with your callers, but given this is a quick fire session, there’s
three main thoughts I’d like you to consider moving forward with your calls and by doing so, I know it’ll make it
easier for you to make those interactions much more special.
2. It’s really easy and simple to remember. The Three P’s.
a. Be polite
b. Be professional
c. Be positive
3. Sounds easy. Sounds like common sense. But think about those times you’ve experienced poor customer
service. Imaginary hands up, who’s experienced poor customer service, with your phone carrier, at a
restaurant, with your local council. There may be a number of reasons for that poor experience, but would it
have improved your experience had they’d been more polite? More professional? More positive? If you can
ensure that on every call you’re ticking off the Three P’s, there’s no doubt in my mind that you’ll be going a long
way to building some great rapport with your callers.
4. Question: So who can tell me, within the types of calls that we receive, what are some ways you can show
politeness? (Use of callers name, manners, listening, sympathy/empathy) What about positiveness? (What you
can do, what is possible) Being Professional? (Knowledge of our practises/processes, speaking over callers,
following through on actions).
5. Moving forward, is it achievable to consider and keep the Three P’s present in your calls?
9-13 = Matching behaviours
1. Alongside the Three P’s, it’s important that we as Customer Service
specialists, are appropriately identifying ‘where the caller is coming from’ and
that in turn, we’re presenting accordingly. In other words, reading the room.
2. Considering the nature of calls that come in, callers may be exhibiting certain
types of behaviours or traits and we’re going to take a few brief moments to
discuss the appropriate reflections we should consider.
3. If the customer is:
a. Calm - We should be? (Calm)
b. Friendly - We should be cheerful, always professional, but upbeat.
c. Burdened or Stressed - What should we be? (Sympathetic)
d. Angry - What should we be? (Assuring/Understanding)
4. Again, seems like common sense. <Recap>
13-15 : SUMMARY
1. We’ve looked at what Rapport is and how it’s important to insure we build it, especially given the
nature of our calls.

2. The Three P’s. Be Polite, Be Professional, Be Positive

3. Matching Behaviours - Reading the room and why it’s important we’re reflecting our behaviour
appropriately.

4. Discuss: Any questions on what we’ve been through today? Anyone think they wouldn’t be able to
keep the The P’s present in every call, or that they won’t be able to match the right behaviour?

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