Creating a Climate for Rapport

Build winning relationships with your customers and colleagues with this training course designed to help service professionals harness positivity and teamwork for career success. We'll cover how to use positive wording and avoid hot button terms that can irritate or anger a customer, along with tips for dealing with emotional baggage that can breed negativity. We will also walk you through how to thrive in a team environment and resolve conflicts that may arise. This engaging course offers an interactive experience with learning activities, audio narration, links to examples and supporting content, and a final online quiz. This is lesson 5 of the 12-part Teleport Online program for customer service professionals looking to hone their interpersonal skills for interactions over the phone.

Learning objectives:

• Recognize the importance of a positive department climate. List the characteristics of an effective service professional. Provide examples of words and phrases that elicit a negative reaction from the customer and appropriate responses. Recognize the impact of prolonged negative "venting" after a difficult call. Describe the benefits of working as part of a team. Explain how to maximize behaviors that contribute to team effectiveness. Provide examples of behaviors that undermine a sense of team. Recall techniques for resolving interpersonal conflict in a department