SlideShare ist ein Scribd-Unternehmen logo

Building Telephone Rapport

•Als PPT, PDF herunterladen•
•
Ronald Macklin
Ronald Macklin

There are right ways and wrong ways to talk to people on the phone.

1 von 36
Building Telephone Rapport When you give people the right tools, success is inevitable Presented by Phoenix Consultants Training
Your Instructor ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Rapport ,[object Object]
Definition ,[object Object],[object Object],[object Object]
So Rapport involves ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Simply Put, rapport can be ,[object Object]
Attitude ,[object Object]
Attitude ,[object Object],[object Object]
Attitude ,[object Object],[object Object],[object Object]
What do Customers want? ,[object Object],[object Object],[object Object],[object Object]
How do you provide these 3 things? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Let’s Analyze Them
Accessibility
Accountability
Commitment
Enhancement
Positive Regard
Things you need to know about your customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Gather Information ,[object Object],[object Object],[object Object]
Ten Things to Remember in Building Rapport ,[object Object],[object Object]
Things to Remember (Continued) ,[object Object],[object Object]
Things to Remember (Continued ) ,[object Object],[object Object]
Things to Remember (Continued) ,[object Object],[object Object]
Things to Remember (Continued) ,[object Object],[object Object],[object Object]
Things to Remember (Continued) ,[object Object],[object Object]
Things to Remember (Continued) ,[object Object],[object Object]
Things to Remember (Continued) ,[object Object],[object Object]
Things to Remember (Continued) ,[object Object],[object Object]
Things to Remember (Continued) ,[object Object],[object Object]
Barriers to Building Rapport ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Other useful facts ,[object Object],[object Object],[object Object],[object Object]
5 Enemies to Building Rapport ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Rid Yourself of these Enemies ,[object Object],[object Object],[object Object],[object Object],[object Object]
Aristotle Said: ,[object Object]
Any Questions? ,[object Object]
Thank You! We hope you attend our other communication classes being offered by SAIAT

Empfohlen

Building Rapport
Building RapportBuilding Rapport
Building Rapport
dyoyann
 
Telephone etiquette1
Telephone etiquette1Telephone etiquette1
Telephone etiquette1
Anthonia Ejoh
 
Building Successful Rapport
Building Successful RapportBuilding Successful Rapport
Building Successful Rapport
Jose Roda
 
Establishing Rapport
Establishing Rapport Establishing Rapport
Establishing Rapport
Simone Becker
 
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful AnwarTelephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Hospitality Industry
 
Telesales Principles I
Telesales Principles ITelesales Principles I
Telesales Principles I
Ibrahim M. Morsy
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone Etiquette
MMMTS
 
Telephone etiquettes
Telephone etiquettesTelephone etiquettes
Telephone etiquettes
RajThilak
 

Empfohlen

Building Rapport
Building RapportBuilding Rapport
Building Rapport
dyoyann
 
Telephone etiquette1
Telephone etiquette1Telephone etiquette1
Telephone etiquette1
Anthonia Ejoh
 
Building Successful Rapport
Building Successful RapportBuilding Successful Rapport
Building Successful Rapport
Jose Roda
 
Establishing Rapport
Establishing Rapport Establishing Rapport
Establishing Rapport
Simone Becker
 
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful AnwarTelephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Hospitality Industry
 
Telesales Principles I
Telesales Principles ITelesales Principles I
Telesales Principles I
Ibrahim M. Morsy
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone Etiquette
MMMTS
 
Telephone etiquettes
Telephone etiquettesTelephone etiquettes
Telephone etiquettes
RajThilak
 
Telephone techniques
Telephone techniquesTelephone techniques
Telephone techniques
Roy_mathew
 
Telephone etiquettes
Telephone etiquettesTelephone etiquettes
Telephone etiquettes
SAROJ BEHERA
 
Phone call etiquette and success by Mario Kanaan
Phone call etiquette and success by Mario KanaanPhone call etiquette and success by Mario Kanaan
Phone call etiquette and success by Mario Kanaan
Mario Kanaan
 
Telephone skills & etiquettes
Telephone skills & etiquettesTelephone skills & etiquettes
Telephone skills & etiquettes
Saurabh Sawhney
 
Interpersonal skills
Interpersonal skillsInterpersonal skills
Interpersonal skills
Veta English
 
2014 sem vii unit v telephone sales
2014 sem vii unit v telephone sales2014 sem vii unit v telephone sales
2014 sem vii unit v telephone sales
Peeyush Srivastav
 
Telephone etiquette
Telephone etiquetteTelephone etiquette
Telephone etiquette
Saurabh Suman
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone Etiquette
Sudha Koya
 
Rapport building training intro
Rapport building training introRapport building training intro
Rapport building training intro
Shahina Shaikh
 
The Power of Telesales
The Power of TelesalesThe Power of Telesales
The Power of Telesales
Globizzcon
 
Soft skills for sales professionals
Soft skills for sales professionalsSoft skills for sales professionals
Soft skills for sales professionals
BradyTopper
 
Customer service skill
Customer service skillCustomer service skill
Customer service skill
Ziaul Huq Mithu
 
Office etiquette telephoning
Office etiquette telephoningOffice etiquette telephoning
Office etiquette telephoning
Sarwan Singh
 
Call Centre Training
Call Centre TrainingCall Centre Training
Call Centre Training
Md. Mehedi Al Hasan Rakib
 
Communication for success
Communication for successCommunication for success
Communication for success
min chan myae
 
Presentation: Telephone Etiquette
Presentation: Telephone EtiquettePresentation: Telephone Etiquette
Presentation: Telephone Etiquette
Nicholas Mustelin
 
Basic telephone skills
Basic telephone skillsBasic telephone skills
Basic telephone skills
Hari Nair
 
Building rapport
Building rapportBuilding rapport
Building rapport
selbrad
 
Communication Skills
Communication SkillsCommunication Skills
Communication Skills
Xavier Pradheep Singh
 
Effectivfe Listening
Effectivfe ListeningEffectivfe Listening
Effectivfe Listening
Rajiv Bajaj
 
Rapport building
Rapport buildingRapport building
Rapport building
counselingis
 
10 Benefits of Measuring Customer Satisfaction over the Phone
10 Benefits of Measuring Customer Satisfaction over the Phone10 Benefits of Measuring Customer Satisfaction over the Phone
10 Benefits of Measuring Customer Satisfaction over the Phone
The Telemarketing Company
 

Weitere ähnliche Inhalte

Was ist angesagt?

Telephone techniques
Telephone techniquesTelephone techniques
Telephone techniques
Roy_mathew
 
Communication for success
Communication for successCommunication for success
Communication for success
min chan myae
 
Basic telephone skills
Basic telephone skillsBasic telephone skills
Basic telephone skills
Hari Nair
 
Effectivfe Listening
Effectivfe ListeningEffectivfe Listening
Effectivfe Listening
Rajiv Bajaj
 

Was ist angesagt? (20)

Telephone techniques
Telephone techniquesTelephone techniques
Telephone techniques
 
Telephone etiquettes
Telephone etiquettesTelephone etiquettes
Telephone etiquettes
 
Phone call etiquette and success by Mario Kanaan
Phone call etiquette and success by Mario KanaanPhone call etiquette and success by Mario Kanaan
Phone call etiquette and success by Mario Kanaan
 
Telephone skills & etiquettes
Telephone skills & etiquettesTelephone skills & etiquettes
Telephone skills & etiquettes
 
Interpersonal skills
Interpersonal skillsInterpersonal skills
Interpersonal skills
 
2014 sem vii unit v telephone sales
2014 sem vii unit v telephone sales2014 sem vii unit v telephone sales
2014 sem vii unit v telephone sales
 
Telephone etiquette
Telephone etiquetteTelephone etiquette
Telephone etiquette
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone Etiquette
 
Rapport building training intro
Rapport building training introRapport building training intro
Rapport building training intro
 
The Power of Telesales
The Power of TelesalesThe Power of Telesales
The Power of Telesales
 
Soft skills for sales professionals
Soft skills for sales professionalsSoft skills for sales professionals
Soft skills for sales professionals
 
Customer service skill
Customer service skillCustomer service skill
Customer service skill
 
Office etiquette telephoning
Office etiquette telephoningOffice etiquette telephoning
Office etiquette telephoning
 
Call Centre Training
Call Centre TrainingCall Centre Training
Call Centre Training
 
Communication for success
Communication for successCommunication for success
Communication for success
 
Presentation: Telephone Etiquette
Presentation: Telephone EtiquettePresentation: Telephone Etiquette
Presentation: Telephone Etiquette
 
Basic telephone skills
Basic telephone skillsBasic telephone skills
Basic telephone skills
 
Building rapport
Building rapportBuilding rapport
Building rapport
 
Communication Skills
Communication SkillsCommunication Skills
Communication Skills
 
Effectivfe Listening
Effectivfe ListeningEffectivfe Listening
Effectivfe Listening
 

Andere mochten auch

Building rapport
Building rapportBuilding rapport
Building rapport
Crunched
 
Body Language The Hidden Language
Body Language The Hidden LanguageBody Language The Hidden Language
Body Language The Hidden Language
Brad Nunnally
 
Customer service training[1]
Customer service training[1]Customer service training[1]
Customer service training[1]
loryn_aquino
 

Andere mochten auch (19)

Rapport building
Rapport buildingRapport building
Rapport building
 
10 Benefits of Measuring Customer Satisfaction over the Phone
10 Benefits of Measuring Customer Satisfaction over the Phone10 Benefits of Measuring Customer Satisfaction over the Phone
10 Benefits of Measuring Customer Satisfaction over the Phone
 
Building rapport with candidates
Building rapport with candidatesBuilding rapport with candidates
Building rapport with candidates
 
Rapport - Main Aspects
Rapport - Main AspectsRapport - Main Aspects
Rapport - Main Aspects
 
Customer Satisfaction
Customer SatisfactionCustomer Satisfaction
Customer Satisfaction
 
Building Rapport in Business
Building Rapport in BusinessBuilding Rapport in Business
Building Rapport in Business
 
Improving the candidate experience
Improving the candidate experience Improving the candidate experience
Improving the candidate experience
 
Building rapport
Building rapportBuilding rapport
Building rapport
 
Become a trusted advisor ppt
Become a trusted advisor pptBecome a trusted advisor ppt
Become a trusted advisor ppt
 
Trust Presentation
Trust PresentationTrust Presentation
Trust Presentation
 
Body Language The Hidden Language
Body Language The Hidden LanguageBody Language The Hidden Language
Body Language The Hidden Language
 
Secrets of Body Language
Secrets of Body LanguageSecrets of Body Language
Secrets of Body Language
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
 
The 15 Most Common Body Language Mistakes
The 15 Most Common Body Language MistakesThe 15 Most Common Body Language Mistakes
The 15 Most Common Body Language Mistakes
 
Non Verbal communication and use of body language expression
Non Verbal communication and use of body language expressionNon Verbal communication and use of body language expression
Non Verbal communication and use of body language expression
 
Communication and interpersonal relationships ppt
Communication and interpersonal relationships ppt Communication and interpersonal relationships ppt
Communication and interpersonal relationships ppt
 
38 gestures of body language
38 gestures of body language38 gestures of body language
38 gestures of body language
 
Customer service training[1]
Customer service training[1]Customer service training[1]
Customer service training[1]
 
Body language ppt
Body language pptBody language ppt
Body language ppt
 

Ähnlich wie Building Telephone Rapport

Developing effective communication skills seema
Developing effective communication skills seemaDeveloping effective communication skills seema
Developing effective communication skills seema
stephen samuel
 
Developing effective communication skills seema
Developing effective communication skills seemaDeveloping effective communication skills seema
Developing effective communication skills seema
career14
 
Communication in Customer Service
Communication in Customer ServiceCommunication in Customer Service
Communication in Customer Service
aizellbernal
 
telephoneetiquettes-141029045753-conversion-gate01.pdf
telephoneetiquettes-141029045753-conversion-gate01.pdftelephoneetiquettes-141029045753-conversion-gate01.pdf
telephoneetiquettes-141029045753-conversion-gate01.pdf
manveenanand2
 
Cs presentation final
Cs presentation finalCs presentation final
Cs presentation final
Raj_Thakor
 
Power of influence
Power of influencePower of influence
Power of influence
Kim Newman
 
Developing Winning Attitiudes
Developing Winning AttitiudesDeveloping Winning Attitiudes
Developing Winning Attitiudes
bsaitz
 

Ähnlich wie Building Telephone Rapport (20)

Providing Exceptional Customer Service
Providing Exceptional Customer ServiceProviding Exceptional Customer Service
Providing Exceptional Customer Service
 
Developing effective communication skills seema
Developing effective communication skills seemaDeveloping effective communication skills seema
Developing effective communication skills seema
 
Developing effective communication skills seema
Developing effective communication skills seemaDeveloping effective communication skills seema
Developing effective communication skills seema
 
Communication in Customer Service
Communication in Customer ServiceCommunication in Customer Service
Communication in Customer Service
 
Developing Effective Communication Skills
Developing Effective Communication SkillsDeveloping Effective Communication Skills
Developing Effective Communication Skills
 
The Champion Sales Professional
The Champion Sales ProfessionalThe Champion Sales Professional
The Champion Sales Professional
 
Soft Skills
Soft SkillsSoft Skills
Soft Skills
 
speaking listening and non verbal communication
speaking listening and non verbal communication speaking listening and non verbal communication
speaking listening and non verbal communication
 
Cw2
Cw2Cw2
Cw2
 
Better communication.pdf
Better communication.pdfBetter communication.pdf
Better communication.pdf
 
telephoneetiquettes-141029045753-conversion-gate01.pdf
telephoneetiquettes-141029045753-conversion-gate01.pdftelephoneetiquettes-141029045753-conversion-gate01.pdf
telephoneetiquettes-141029045753-conversion-gate01.pdf
 
Management Training Presentation
Management Training PresentationManagement Training Presentation
Management Training Presentation
 
Cs presentation final
Cs presentation finalCs presentation final
Cs presentation final
 
Power of influence
Power of influencePower of influence
Power of influence
 
Developing Winning Attitiudes
Developing Winning AttitiudesDeveloping Winning Attitiudes
Developing Winning Attitiudes
 
Communication Skills
Communication Skills Communication Skills
Communication Skills
 
Communication Skills
Communication SkillsCommunication Skills
Communication Skills
 
Developing effective communication skills
Developing effective communication skillsDeveloping effective communication skills
Developing effective communication skills
 
Public schools have customers too!!!
Public schools have customers too!!!Public schools have customers too!!!
Public schools have customers too!!!
 
Telephone etiquettes ETC
Telephone etiquettes ETCTelephone etiquettes ETC
Telephone etiquettes ETC
 

Building Telephone Rapport