Phoenix Consultants Training 1

Building Building

Telephone Telephone RapportRapport

When you give people the right tools, success is inevitable

Presented by Phoenix Consultants Training

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Your InstructorYour Instructor

Ron Macklin, General ManagerPhoenix Consultants Training

Motorola Management Institute

Over 7000 hours of seminars & class room work

Over 20 years training and human resource experience

Training Consultant for Dale Carnegie Training, Southern Arizona

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RapportRapport

Who can tell us what it means?

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DefinitionDefinition

One dictionary says, “Relation – especially one that is harmonious or sympathetic.”

From Latin ‘to carry’ then from old French word for ‘relationship’

From one 7000 year old root word meaning ‘fellow traveler’

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So Rapport involvesSo Rapport involves

HarmonySympathyBringing BackCarryingRelationshipsFellow Travelers

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Simply Put, rapport can Simply Put, rapport can bebe

A pleasant feeling of mutual trust, affinity and friendship established through verbal and non verbal means.

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AttitudeAttitudeWhat kind of an attitude did

you bring with you today?

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AttitudeAttitudeIs your most priceless

possession!

Why?

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AttitudeAttitudeIs the way you communicate

your mood to those on the

Telephone.

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What do Customers What do Customers want?want?

In a service transaction, customers want three things:

1. Security

2. Control

3. Self-Esteem

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How do you provide How do you provide these 3 things?these 3 things?

Through your:

1. Accessibility

2. Accountability

3. Commitment

4. Enhancement

5. Positive regard

These are the main tools for building rapport

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Let’s Analyze ThemLet’s Analyze Them

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AccessibilityAccessibility

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AccountabilityAccountability

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CommitmentCommitment

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EnhancementEnhancement

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Positive RegardPositive Regard

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Things you need to know Things you need to know about your customersabout your customers

Service History (what have we done for them in the past?) Competitive Experiences (if any) Satisfaction Rating Complaints (if any) Suggestions Preferences Family Characteristics Life Events Hobbies Pet Peeves

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Gather Gather InformationInformation

Take notes during callsPerhaps spend more time on phoneGather all relevant customer details

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Ten Things to Ten Things to RememberRemember

in Building Rapport in Building Rapport

1. Visualize whomever you’re speaking to.

Seeing the person’s face in your mind’s eye will help keep you

focused.

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Things to Remember Things to Remember (Continued)(Continued)

2. Speak from the heart.

Even if discussing something unpleasant, it will make difficult subjects easier to deal with. Put a in your voice.

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Things to Remember Things to Remember (Continued(Continued))

3. Quiet your critical mind.

when a client calls, find out exactly what they want and need, don’t jump to conclusions or doubt your ability to provide what they need.

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Things to Remember Things to Remember (Continued)(Continued)

4. Use the person’s name.

It will make them listen better, and help you create a better connection. Use lower vocal ranges and slower speech

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Things to Remember Things to Remember (Continued)(Continued)

5. Make conversations fun.

If there is a problem, encourage your client to see the bright side of things.

Things like a long-standing business relationship or great customer service.

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Things to Things to Remember Remember (Continued)(Continued)

6. When on the telephone, 87% of communication is tonal.

Watch your attitude, inflections, and pauses. If you’re rushed, grouchy, or disinterested, it will come through and could result in a misunderstanding or even lost business.

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Things to Things to Remember Remember (Continued)(Continued)

7. Always keep your conversation appropriate.

Just like the TV commercial, you never know when you’re on a speakerphone or conference call.

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Things to Things to Remember Remember (Continued)(Continued)

8. Never hang up on anyone-ever.

It’s like a slap in the face and can cause intense damage to any relationship.

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Things to Remember Things to Remember (Continued)(Continued)

9. Don’t argue on the phone.

Too many damaging things can be said if you’re angry and not looking at someone directly.

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Things to Things to Remember Remember (Continued)(Continued)

10. If you say you’re going to call back later, follow through.

Expecting to hear back from someone and not getting a call is annoying and can make the person unresponsive to you the next time around.

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Barriers to Building RapportBarriers to Building Rapport

Mannerisms (using catch words & phrases)Insincerity (canned presentation)Too much conversation (verbal throw-up)Being overly familiar (too much intimacy)Stiff and closed verbal posture (rehearsed)Nervousness (makes voice higher pitched)Too much enthusiasm (artificial sounding)

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Other useful factsOther useful facts

50% of population prefer auditory communication.

40% prefer visual

Remaining 10% prefer other senses

Conversation is bond-forming

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5 Enemies to Building 5 Enemies to Building RapportRapport

1. Procrastination2. Indecision3. Inconsistency4. Fear5. DisorganizationThese enemies block progress, steal your confidence

and take money from your pocket!

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Rid Yourself of these Rid Yourself of these EnemiesEnemies

You created them, you can destroy them by using:

Common sense Patience Sensitivity Sound judgment

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Aristotle Said:Aristotle Said:

“A fool tries to convince me with his words. A wise man convinces me with my own.”

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Any Questions?Any Questions?

If we don’t have the answer, we know where to find it!

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Thank You!Thank You!We hope you attend our

other communication classes being offered by

SAIAT