A Sincere Compliment

Part 6 of the 7 part series, “7 Ways to Build Rapport Quickly”

We all like to receive compliments, but keep it sincere.

The Three B’s of giving a compliment are the same as The Three B’s of an Army briefing.  

The Three B’s are:

Be brief
Be brilliant
Be gone

Keep it short and hard hitting.

For a man, it's "Great tie”, or “Great suit”.

For a woman, “Great dress”, or “Great color”, or if you must ask permission “May I pay you compliment”.  Then pay that compliment.

An Attitude of Gratitude

Part 5 of the 7 part series, “7 Ways to Build Rapport Quickly”. Nobody wants to help you when  you complain, but when you’re grateful you make others your friends. Learn, too, how to be grateful even when someone is helping a customer other than YOU.

 The Scenario: An IRS call center operator.

Key Learning Objectives:

  1. When you’re grateful everyone wants to help you.

  2. By saying thank you and calling attention to the other person’s skills, you make them feel important

  3. Being enthusiastic in your gratitude energizes the other person and they will want to help you, especially if these are habitual relationships.

  4. Discover the funny power of “Next”

Who's Your Supervisor?

Part 4 of the 7 part series, “7 Ways to Build Rapport Quickly” This is a the money shot. It’s short, powerful and direct and like the elbow (“100% effective, 100% of the time.”), it works every time… at least unless you’re actually talking to the supervisor, but then you ask for that person’s boss. The trick is to ask this question in the first 10-15 seconds of the conversation. Say it off-handedly, like this: “Before I forget, can you please tell me who I can talk to about the great job you’re doing helping me?”

The Scenario: An IRS call center operator.

Key Learning Objectives:

  1. Give them a reason to help you in the first 10 seconds

  2. Bring value to get value

  3. Combine the threat of a supervisor with something good not bad

  4. Boost your own self-esteem by helping someone else

Empathize, Feel Their Pain

Part 2 of the 7 part series, “7 Ways to Build Rapport Quickly”. In this, the second of 7 short videos, learn how to empathize with someone so they will help you. All of these techniques work together and can work in any communication scenario. In this one, we look at how empathy humanizes us.

The Scenario: An IRS call center operator.

Key Learning Objectives:

  1. What’s rare is valuable. Kindness and manners are rare.

  2. If you are cheerful and upbeat when you start a phone conversation you are helping yourself because you make the other person want to help you.

  3. A very empathetic compliment to pay someone is, “Ray, whatever they pay you, it’s not enough.” I assure you there are days when they don’t think they are paid enough, either.

  4. A very good way to get high quality help from someone on the phone is to say early in the conversation, “Ray, you are being so helpful. May I speak with your supervisor or his supervisor when the call is over to tell them how much I appreciate your help?” This will make the entire call go better. You will also feel great after delivering on that promise.

Slow Hand: Slow It Down

Part 1 of the 7 part series, “7 Ways to Build Rapport Quickly”

In this,  the first of 7 short videos learn the fine art of slowing down the conversation. All of these techniques work together and can work in any communication scenario. In this one, we look at slowing down the pace of the conversation.

The scenario: An IRS call center operator

The task: Humanize yourself with someone who may not like his job, who is probably presented all day with problems he cannot solve and who may not like  you.

Key Learning Objectives:

  1. The sophisticated communicator takes responsibility for both sides of the communication

  2. By slowing down you communicate control, courtesy, respect and  any compliment you pay is more powerful

  3. Remember that the person on the other side of the phone sees you as a faceless call until you humanize yourself.