No matter what your investigation is or the compliant or it could be a general advice, to build relationship with a customer is extremely important for a call centre.
Here in this article, we will provide you a few details about certain things that are typically used for a better customer service program i.e. to build effective relationship with them. At the same time providing generous information about how to construct outbound callingphrases and sentences to attract customers for the organisation.
- Exhibit commonality
To define rapport, we can say that it is generally the feeling of commonality between two souls (soul as in could be a customer or an organisation), what matters is whether they attract each other or not. Therefore, organisations that want to build a rapport with their customers must demonstrate commonality.
This could be done by finding the common ground between the provider and the taker. This way you can build a better sphere of ‘safety’ and ‘affiliation’, which certainly has a significant toast when it comes to building rapport.
However, to find the mutual ground, you must encourage the advisors to listen to what you have to say. Suppose, while speaking with the customer your advisor happens to listen to a cat meow, try to engage him/her with such topics so as to share common interest or at least show interest if they happen to like pets.
- Reflect the tone of the customer
To get all your balls rolling on the ground to build effective rapport for the organisation you must ensure to reflect the tone of the customer, rate and style of speech throughout the call. This exhibits robust listening abilities, which is regarded to be an imperative aspect in the formation of business and customer rapport.
Listening abilities could be emphasised through good verbal application such as positive nods and by repeating brief points of each callers. This must be accompanies by expression of responsiveness.
- Repeating the customer problem
By repeating the problem of a customer, advisors or customer representatives can demonstrate that the advisor is mentally engaged with the process. Excellent outbound calling abilities depends upon how attentively does the advisor listen to the customers in order to consequently build trust and loyalty in the minds of each caller.
Suppose, for example, if a customer has to complain about his/her broken toaster, it is crucial to first emotionally availing yourself for the caller instead of just rushing through your solution providing skills. This will definitely provider simultaneous assurance to customers that the complaints is finally on adept hands.
- Maintain control
It is a significant aspect for the agents to maintain control over the conversation, just to assert ownership of the situation and convince the customer that the solution provided by your agent will definitely solve the problem.
Employing positive and emphatic style of interaction can consistently help the advisor maintain the flow of conversation not just the inbound way. This way, outbound calling consultants can divert their interaction skills towards sales.
In case, of apologies the concern advisors must avoid using the same terminology again and again. Instead a contrite of miscellaneous synonyms could be used.
- Alter your mindset
It is significant for agents to set a positive mindset because they customer need empathic response as mentioned in the above sub-topics. Using negative dialogues can hamper the business rapport.
Removing negative thoughts from your speech and smiling throughout the conversation conveys that your services are user-friendly and the agents are responsive regarding services. This builds an aroma of positivity and safety, which seems to be an important part of rapport building, said Maslow in ‘Hierarchy of Needs’.
Reassuring call consultants to smile could eventually accelerate the quality of the agent’s voice, which means that they sound more warm and friendly. So, as far as rapport is concerned customers could sense the feeling of positivity even if they cannot see you smiling.
These are some of the most important training given to a call centre trainee to build the rapport and resolve customer issues. Customers want agents to acknowledge their pain points and help them accordingly. Although they may take a little longer to admit their problem, but will eventually do it once they find your approach trustworthy and you conversation skills as friendly.