Chapter 1: The Foundation of a Great Call Center
Lesson 3 Building Rapport
Introduction:
Building rapport isn't just a friendly chat; it's a strategic tool. It's the foundation of a successful
business-to-business relationship, establishing a connection that moves beyond a simple
transaction. When you build rapport, you're not just a voice on the other end of the line; you're a
trusted partner. This lesson will provide you with functional strategies to build and maintain
rapport, ensuring every interaction contributes to a stronger, more productive business
relationship.
Lesson Opener: The Power of a Simple Compliment
Listen to the first 30 seconds of the call between agent Chelsea and customer Linda.
Chelsea: "Thank you very much, you have a beautiful name Linda, I like it."
Linda: "Oh, thank you, it's old-fashioned in America, but my mom told me it means beautiful, so
I don't know."
Chelsea: "Yes, in Spanish it means beautiful, correct. Yes, Spanish people like it..."
What just happened in that brief exchange? Chelsea wasn't just confirming a name; she was
building an instant connection. She transformed a cold, transactional opening into a warm,
human moment. This is a foundational example of what we call Building Rapport.
Another Example of Empathy and Rapport:
Later in the call, when Linda mentions buying an item for her mother, Chelsea listens for the
personal details. When Linda says, "Yes, yes, this one is cute, but the one eVogue plus size, I,
for my mother, she wanted the medium," Chelsea responds, "I see. I know. I like your styling."
By acknowledging the customer's personal taste and the fact that the item is a gift, Chelsea
shows empathy. This small comment makes the customer feel heard on a human level,
reinforcing the rapport that was established at the beginning of the call.
Functional Strategies for Building Rapport
Here are some rapport-building phrases and strategies for a retail account:
1. The Confident and Respectful Greeting: Begin every call with a confident and clear
greeting. Use a phrase that is both professional and warm to set a business-focused tone
from the start.
○ Example: "Hello, my name is [Your Name] from [Your Company]. How may I help
you today?"
2. Mirroring and Matching (The Professional Edition): Pay close attention to the
customer's tone and pace. Match their communication style to make them feel heard and
understood, but always maintain a calm and respectful demeanor.
3. Strategic Use of the Customer's Name: Use the customer's name at key points to make
the experience personalized and show that you are focused on them as an individual.
4. Connecting with Personal Details: Listen for personal details the customer shares and
use them to build an authentic connection.
○ Example: "I see you're an avid reader. I hope you enjoy the new book you
ordered!"
○ Example: "That's a fantastic pair of headphones you bought. I hear those have
great sound quality."
○ Example: "I saw the gift you sent; it's a very thoughtful choice for a birthday."
○ Example: "You've been a loyal customer for a long time. We really appreciate your
business."
○ Example: "Thank you for your patience; I know waiting can be difficult, especially
for something you're excited about."
5. The Proactive "What's Next" Statement: Once the issue is resolved, confidently outline
the next steps. This shows you are in control and thinking ahead, reinforcing your role as
a competent and reliable partner.
○ Example: "I've already canceled the incorrect item for you. You will receive a
confirmation email within the hour."
The Opposite of Rapport: The Perfunctory and The Soliloquy
To truly master the art of building rapport, you must also understand what destroys it. The most
common pitfalls are falling into a perfunctory routine or delivering a soliloquy instead of having a
conversation.
1. The Perfunctory Interaction: This is an interaction done mechanically, without genuine
interest or effort. It signals indifference and erodes trust.
2. The Soliloquy: This is a one-sided conversation where you talk at the customer rather than
with them. It communicates disrespect for their time and makes them feel unheard and
powerless.
By understanding and actively avoiding both perfunctory interactions and soliloquies, you can
ensure every conversation remains professional, respectful, and productive.
Practical Role-Play: Respond with Empathy
Now it's your turn to practice. Read each customer's comment below and respond with a
rapport-building statement. Remember to be sincere and acknowledge the customer's personal
detail.
1. Customer: "The headphones I ordered arrived safely. They're a gift for my daughter's
birthday next week."
○ Your Task: Respond with empathy and a personal touch.
2. Customer: "I just bought this same coffee maker for my office, but this one is for my
home. I love how quickly it brews!"
○ Your Task: Acknowledge their loyalty and positive feedback.
3. Customer: "I'm calling about my order. I was so excited to get this new luggage set for
my trip next month."
○ Your Task: Acknowledge their excitement and future plans.