• Lesson

Rapport Building: Lesson 3 Listening and Responding

  • 6m
  • Editable

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation.
If the customer enjoys the call, then the ‘results’ are better. This isn’t about making a new friend with every customer but making the conversation run smoothly , the benefit is that it makes the time spent with the customer more enjoyable and is less stressful for you, which means you will be in a better frame of mind for the next call.
Learning Outcomes for this lesson include:
Understand key concepts and techniques that will help you to have more enjoyable and productive customer interactions, and make you feel more comfortable and confident in your role.

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CPD certified

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