Building Rapport!Category: GCS Culture, Productivity
Posted by: Frank Camp on March 9, 2011
I recently had the opportunity to spend the week in our Odessa, TX center. Not only was it a nice excuse to escape from colder climates, it was also a great opportunity to visit with the team and check out some of the great things that are taking place. During the week I witnessed the self-coaching process, firsthand. The management team and associates have done an outstanding job incorporating this initiative into their daily routine. While walking the floor with the managers as the process was taking place, one idea kept coming to mind – how great it was to see the relationships and rapport that was growing each day between supervisors and agents.
I found an article that talks about rapport and how it relates to the coaching process. Although it deals with coaching in a law firm, many of the principles certainly apply to our industry as well. Find out what it takes to develop a “mutual absence of vulnerability.”
- Top Tips for Building Rapport on the Telephone (callcenterhelper.com)
- Quickly build rapport with people (empwaynek.wordpress.com)
- How to Build Rapport on the Phone (bnet.com)
- 7 Ways to Build Rapport Anytime