Final answer:
Building rapport with a customer over the phone involves making a good first impression, communicating clearly and professionally, and treating the customer with respect and enthusiasm.
Step-by-step explanation:
When building rapport with a customer over the phone, it is crucial to make a good first impression. This process involves being respectful, polite, and personable. A proactive approach includes greeting the customer warmly, clearly stating your intention, and being ready to offer assistance. Using professional language and maintaining a positive attitude display a high level of customer service. Additionally, ensuring clear, concise communication and providing detailed responses helps in establishing a good rapport with the customer. For instance, introducing yourself properly and avoiding text language or slang contributes to a professional interaction. Moreover, being prepared for the conversation by having materials such as a resume or references on hand can be beneficial.
It is important to demonstrate enthusiasm and confidence without being overbearing. Remembering to be persistent but not annoying when following up on email campaigns can also reflect positively in phone interactions. Approach each phone call with the mindset of treating your manager, or in this case, the customer, as your most important internal customer. This approach will invariably lead to better service and can potentially open up new opportunities. It can also drive job satisfaction through positive feedback from customers.