• Lesson

Rapport building Lesson 4 It’s not just what you say

  • 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.

Watch Content Preview

Accreditations and Endorsements

CPD certified

Also in Contact Center Micro

Workforce Management Lesson 1 Forecasting
lesson / 6m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

View
Workforce management Lesson 2 Daily patterns
lesson / 6m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

View
Workforce management Lesson 3 Managing Change
lesson / 6m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

View
Workforce management Lesson 4 Managing Performance
lesson / 6m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

View
The Sales Process Lesson 1 Approaching a sales call
lesson / 6m

This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]

View
The Sales Process Lesson 2 Types of questions
lesson / 6m

This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]

View
The Sales Process Lesson 3 Handling objections
lesson / 6m

This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]

View
The Sales Process Lesson 4 Closing the sale
lesson / 6m

This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]

View
Team Priority Management Lesson 5 The 3Ds
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Team Priority Management Lesson 1 Time Stealers
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Team Priority Management Lesson 2 The Matrix
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Team Priority Management Lesson 3 The circle of influence
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Team Priority Management Lesson 4 The payoff matrix
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Resilience Lesson 1 Perspective
lesson / 6m

This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]

View
Resilience Lesson 2 Emotional intelligence
lesson / 6m

This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]

View
Resilience Lesson 3 Drivers
lesson / 6m

This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]

View
Resilience Lesson 4 Network
lesson / 6m

This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]

View
Resilience Lesson 5 Selfcare
lesson / 6m

This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]

View
Problem solving Lesson 4 Mind the gap
lesson / 6m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

View
Rapport building Lesson 1 Why is rapport important?
lesson / 6m

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

View
Rapport building Lesson 2 Get off to a good start
lesson / 6m

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

View
Rapport building Lesson 3 Listening and responding
lesson / 6m

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

View
Problem solving Lesson 1 Here to help
lesson / 6m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

View
Problem solving Lesson 2 What’s the problem
lesson / 6m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

View
Problem solving Lesson 3 What’s the plan
lesson / 6m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

View
Metrics for managers Lesson 6 Quality
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 7 Abandonment rate
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 8 Staff costs and staff engagement
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 9 CSAT/NPS
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 11 First contact resolution
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 12 Volume
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 13 Adherence
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 14 Compliance
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 15 Credibility and responsiveness
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 16 Team culture and bad behaviour
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 2 Why do metrics matter
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 3 Contract type
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 4 Average handling time
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 5 Percentage of calls answered
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 1 Introduction
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 10 Error rate and goodwill
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Live Chat Lesson 3 What not to say…
lesson / 6m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

View
Live Chat Lesson 4 Quality
lesson / 6m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

View
Live Chat Lesson 1 Why live chat?
lesson / 6m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

View
Live Chat Lesson 2 First contact resolution
lesson / 6m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

View
Handling Brave Conversations Lesson 1 Preparation
lesson / 6m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

View
Handling Brave Conversations Lesson 2 Why reading moods matter
lesson / 6m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

View
Handling Brave Conversations Lesson 3 How do I steer a conversation?
lesson / 6m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

View
Handling Brave Conversations Lesson 4 Adjusting your approach
lesson / 6m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

View
Empathy Lesson 1 What is empathy
lesson / 6m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

View
Empathy Lesson 2 Cognitive empathy
lesson / 6m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

View
Empathy Lesson 3 Emotional empathy
lesson / 6m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

View
Empathy Lesson 4 Compassionate empathy
lesson / 6m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

View
Email Customer Service Lesson 1 Email Customer support
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

View
Email Customer Service Lesson 2 Bring your personality
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

View
Email Customer Service Lesson 3 Email essentials
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

View
Email Customer Service Lesson 4 The impact of email
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

View
Coaching for success Lesson 3 Key Skills
lesson / 6m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

View
Coaching for success Lesson 4 Structuring the conversation
lesson / 6m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

View
Coaching for success Lesson 1 What is coaching
lesson / 6m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

View
Coaching for success Lesson 2 Listen up
lesson / 6m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

View