We’ve previously discussed rapport building over the phone and what to start to look out for.
You have a short amount of time to spend with each client, so how can you use it to get the information you need to be able to provide the best service? See how many tips you are already using – and try a new one today.
- Open with a smile
If you can hear how someone is feeling over the phone, then they can too! A smile can be heard and a ‘smiling voice’ is more welcoming and relaxing.
- A short ‘warm up’
A simple opener can help break the ice; particularly if someone is nervous. Yes, it could well be the basic ‘how is your day so far?’ or ‘what are you thinking of the weather today?’
- Set expectations
The client who just wants to talk can leave you feeling there’s no time to assist. Try words similar to these: ‘I know there is a lot going on for you right now and so I’d like to ask you in advance. There will be times when we have enough information to move forward and I may interrupt you. Is that okay with you?’ Do this up front and it shows respect while gaining permission.
- Be friendly
It is possible to be professional AND friendly. Simply show an interest in your caller and share a lighthearted moments when the opportunity arises.
- Use words they use
The more you use similar language, the more you seem similar to them and that you can be trusted. Instead of trying to paraphrase, use the words and phrases others are using. This gives a greater sense of understanding and empathy. Doesn’t that make things a whole lot simpler.
- Be yourself
If you are nervous or aiming to be someone you are not, it won’t feel genuine. So how do you get rid of the nerves – stop focusing on yourself and start focusing on how you can help your client.
- Go off script
Scripts are really useful in making sure everything is covered. If you read a script it is still possible to put your personality into it so that it sounds authentic. Use tone, inflection, modulation and pitch.
- Be adaptable
Clients are all different so being adaptable and adopting different styles means a greater ability to connect.
- Take a personal interest
You can build rapport by showing interest. For example, if a client says they have been in hospital, ask them how the recovery is going. If you were speaking to somebody face-to-face and they told you that they had just come out of hospital, you would check how they are.
- Be respectful
You know your stuff and you probably know a lot of jargon. Realise that this may be the very first time your client has been exposed to your world. Show respect and use a common language that can be easily understood.
- Be a problem solver
If the client has come to you with a frustrating problem, then begin your response with a positive intent. Try “Okay, we can fix this…” or “Right, let’s get this problem sorted for you…” will reassure them that you are taking ownership.
- End on a high
Always ask the client what else you can do for them before you end the call. This shows that your priority is giving good service, not just getting the call over with.
END NOTE: Scripts are now becoming a critical tool for communicating and influencing outcomes BUT if you can’t build rapport, all the scripts in the world won’t help you to be successful. This is one of the best methods for building bridges and creating outcomes, so start sharpening your tools today!