Building Rapport

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Across
  1. 2. Your primary tool
  2. 6. Shows the customer they can trust who they are speaking to
  3. 7. Shifting your communication style to the customers personality
  4. 10. Make the customer not just another call
  5. 12. How easily you are understood
  6. 15. How quickly you speak
  7. 16. Understanding where the customer is coming from
Down
  1. 1. Reacting to a customer and their concerns
  2. 3. The XXXX to unlock Building Rapport
  3. 4. Moment What you are listening for on the call
  4. 5. The loudness of your voice
  5. 8. What building rapport would do for PGE
  6. 9. How deep or high your voice is
  7. 11. How a customer could feel
  8. 13. Letting the customer know that you will solve their issue
  9. 14. A relationship characterized by an agreement, mutual understanding, and empathy