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Seb Anthony

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Rapport, I need some.


Hello again, I would like to ask for your help with Rapport. Any training content that would help increase learning points and back up key issues. This is for a call handling course .Thanks.
Ben Hardman

3 Responses

  1. rapport
    Not knowing exactly what you’re looking for, what’s going wrong, here are some general ideas, Ben.
    1. Get them to talk through being a customer on the other end of the line, and say what they themselves like or prefer when they’re in that situation. Write up all the ideas, then you yourself be the person phoning and get them to implement each idea one at a time.

    2. Tell them a bit about “matching pacing and leading”, and once again, be the person on the end of the line, and get them to practice that.

    3. Put them into pairs and get them to talk through what they’ve learnt and say how they’re going to develop their style. Then feed it back to the whole group.

  2. Rapport required?
    Hi Ben

    Conversations on the telephone mean we miss out on the signs and signals we usually get from non-verbal behaviours which are so important to good communication and rapport.

    In the past I’ve explored this concept with groups, by getting them to reflect on their own past experiences of telephone conversations and identify what thoughts/feelings/assumptions can arise, we when can’t see each other. This could be followed on with an exploration of the ways in which these might be
    overcome. This could include active listening, summarising, use of minimal encouragers (uh huh, I see) and sign posting, telling the caller what you are doing or about to do, ‘I’m making a note’, ‘calling up your order/records on the screen’
    ‘there’ll be a silence for a second or two whilst I connect you’. This lets them know that you are still there and what you are doing.

    They can then try this out in pairs, the caller giving feedback

  3. Try some telephone sales training !
    Why not organise some telesale training.

    I can recommend someone who is very good.

    email me [email protected] and I will be happy to pass on the information


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