CUSTOMER TALK - Rapport & Relationship
  PREAMBLE:

The most important aspect of customer handling and satisfaction is to connect with them and give them a sense of being properly attended to. Once this initial rapport and feel good has been achieved, it is opportune to move into the customer service or sale portion of the call. What we have understood from the call is that the agent is moving too quickly into the sale portion of the call, and there has not been enough of a connect with the customer. Hence the customer is likely to back off and the sale is lost.

OBJECTIVES: 

• Establish connection and build rapport
• Listen to the need of the customer
• Move gently into the sale, while focusing on the features/benefits rather than cost/discounts
• Build brand loyalty in the customer by stressing on the USP of the service and brand value
 
  BENEFITS:
INDIVIDUAL
TEAM
COMPANY
• Enhance self confidence
• Better connect with
  customer
• Build Rapport and Trust
   
 
• Higher Customer Satisfaction
• More Salesl 
   
 
  WHAT IS COVERED:
Connecting with customers
Enhancing self confidence
Listening skills, and empathy
 
 
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