How to make a good rapport with a customer over the phone?

when you know what they need

Your tone should be cheerful and helpful.
Your smile can come over across your voice.
It is very important too, that you remember the caller's name and address him or her professionally

it is not just answering the good way, the person should have very good product knowledge what we offering so that  we can maintain a very good relation with the caller, business.  

Hello Everybody, Myself Irshad and would like add my views to the topic.
According to me first we have to be a good listener, so thus we can easily make customers realize that, yes, we are listening which makes them happy as we paraphrase their issues by which the issue gts resolved then nd there according to customers.
Now, explain thm wht exactly needs to be done to resolve their issue and mst seek permission frm cstmrs about d time gonna tk.
Nd meanwhile u mst empathise them nd m sure ur rapo ll automatically gts buildup nd dnt4gt to inform thm abt d resources may involve by their end Thank you so taken time to read my views.

Open the call with a smile Believe it, a smile can be heard and a ‘smiling voice’ is more welcoming and relaxing. Your caller will subconsciously appreciate it and like you.

Start the conversation with a ‘warm up’A simple question that will let your caller know you are human! This could be ‘how is your day so far?’ or ‘how is the weather where you are today? Better than here, I hope!’ Most people will respond to you in a friendly manner and it helps to relax you and your caller by ‘breaking the ice’. Reply to their answer with a relevant but positive response and then move the call forward: ‘That’s great, I’m glad you are having a good day. How can I help with your call today?’ or ‘So the weather is as bad as it is here, never mind, the sun could be out tomorrow for us. How can I help with your call today?’

Listen wellAvoid distractions and allow yourself to concentrate on your caller and their conversation.

Let the caller know you are listening Let the caller know you are listening by responding with gentle and soft ‘ums’ and ‘ahs’ as they speak.

Allow the speaker to finish what they are saying – practise this with every call. If you interrupt, your caller could become frustrated.

Use words that your caller usesUse words that your caller uses in their conversation, especially any adjectives – the words they use to describe something. They have chosen to use the words, so they have a relevance to the content, an alternative word may not have the same meaning for them.

Example: your caller says ‘The results were excellent’.

In this instance the word ‘excellent’ was chosen because it reflects what the speaker felt. To build rapport use the same word back at any relevant time. Example: ‘I agree with what you said earlier, the results were excellent’. If you were to reply with: ‘I agree with what you said earlier, the results were ok’, it will subconsciously confuse your caller because they didn’t say ‘ok’; their chosen word was ‘excellent’.

Show empathy with your callerTo show empathy means to share in  another’s emotions, thoughts, or feelings, and is a great way of building rapport. Empathy can be shown by using phrases such as: ‘I understand what you mean’. ‘I can see where you are coming from’. ‘That must have made you feel really good’, ‘I understand why you would think that way’.

Be yourself and relaxIf you are uptight or trying to be someone or something you are not, it will act as a barrier to building rapport.

Go off scriptIf you read a script as part of your job, put your own personality into it so that it sounds as though the words are your words and that you are not reading from a piece of paper. Use inflection, modulation and pitch to help make the script interesting for the listener. Your caller will thank you for it. Isn’t it true that we sometimes ‘switch off’ when we hear what sounds like a script being read to us?

Be friendlyBe friendly. It is possible to remain professional and courteous and still be friendly. This is easily achieved by using good inflection and modulation in your voice, by showing an interest in your caller’s conversation and by sharing laughter and lighthearted moments when the opportunity to do so arises during the call.

Enjoy your rapport building. It will make your calls more productive and  pleasant for both you and your caller.

Introduce yourself and always address by using Sir/Madam depeinding Friendly voice but firm

While taking a call, always, greet the customer, and say, how can i help you, this makes the customer, feel happy.