p y ou r

Ma
Jo urn ey

5 minutes
2 minutes to draw
3 minutes to share
 Agenda
How to generate rapport with a caller

total 20 min

ice breaker 5 min

 2023

HOW TO GENERATE
RAPPORT WITH A CALLER?

Lina Goyes
Trainer Tp
 GENERAL OBJETIVES
To create a conection To foster the customer
with a caller experience and
loyalty
 EMOTIONAL CONNECTION
i s i s
! th
l lo n k s Greet the customer with a
He th a
k ir a R U smile in your voice
sh a g B E
a l lin
lp? me
fo r c I h e na
C a n her
H o w is /
r h
k fo
As
 ith
ACTIVE
e lp w
ed h t
u ne s th a
yo n t i
Do a cc ou
o ur c t?
LISTENING
y rr e
co

Listen to what the customer is

saying and pay attention to his
or her tone of voice. Show that
you are interested in what they
have to say. /h er
r h is
m be
reme
lease m e
Just to double check P na
 ving
e ha
u ar
t y o
h a
EMPATHY
a r t
o he .”
ry t ub le
sor tr o
“I'm
Show empathy toward their
situation

Let them know that you

understand and that you are
there to help them.

d how that could be frustrating.”

“I understan

“Thanks for reaching out about this!”

 KEYS

Be patiente and kind Use positive language Offer solutions

I'm sure we can find a
don't take their emotions solution together. willingness to help
personally

Thank them for their patience and for choosing your

company
 Make Them Feel Valued
Offer solutions
LISTEN ACTIVE BE PATIENTE
USE +
AND KIND
LENGUAGE
GREETING
EMPATHY
 ACTIVITY

LET'S CONTINUE DRAWING