How to build a phone?

How do I build rapport with a customer over the phone?

• I'm not a telemarketer just in case anyone is wondering. I'm actually a customer service representative for a major telephone company. We get paid hourly plus commission. Commission is based off how much of the phone companies product we get the customers to purchase. I'm doing okay but I would like to do a whole lot better, I have some things in life that need to be taken care of and I need the money to be able to do this. So anyway I think that my problem is in the rapport building area. If anyone knows any tips on building rapport, maybe just some general questions to get things going with a customer, it would be very much appreciated if you can share this knowledge with me. Also if you have any other sales techniques that you cover then that would be appreciated as well.

• Answer:

  When I speak to a customer service rep, some of them almost sound too happy. It's as if every word sounds like they're smiling, like a game show host. lol In other words, sound excited, love what you're doing and who you're talking to. Ask simple questions like how are you today, how is the weather, engage in small talk to let them know you're human. Be polite. If you have to put them on hold, ask them and say thank you for holding, even when you're screen is changing, stuff like that makes all the difference. That's all it takes really... Treat each customer as if they're your new friend, even if you have to fake it. Best of luck!