Rapport Building
Creating connection before problem-solving. Non-judgmental acknowledgments that say "I'm listening."
Tier 1: Highest Frequency & Impact
"I got you." / "I got you. I got you."
Frequency: 7-9 uses across calls
When to use: When caller is stressed, apologetic, or shares vulnerable info
Caller: "Sorry I'm taking so long with the code..."
Agent: "I got you. I got you. No problem."
"Gotcha" / "Gotcha, man" / "Okay. Gotcha."
Frequency: 8-12 uses per call
When to use: After any caller disclosure (drinking amount, relapse, family issues)
Usage tip: Repeat 2-3x per call naturally. Validates without judgment; keeps caller talking.
"Okay. Gotcha, man."
Frequency: 4-5 uses
Who uses: Both Jake and Tyler; works for all caller types
Impact: Friendly acknowledgment that shows understanding
Tier 2: High Impact for Specific Situations
"You're fine."
Frequency: 3 uses
When to use: When caller apologizes for asking questions
Context: Loved-ones often apologize for asking too many questions
Impact: Permission to continue without shame
"No problem."
Frequency: 4 uses
When to use: Technical delays, authentication, logistical confusion
Impact: Reduces caller anxiety, caller feels they're not burdening you
"Yeah. No. I get it. I get it."
Frequency: 3 uses
When to use: When caller reaches emotional turning point ("I need help")
Impact: Validates their realization; moves forward without dwelling
Personal Connection Tier
Less frequent but HIGH IMPACT when used authentically:
"Dude. Happy belated, man."
Context: After learning DOB during verification
Impact: Humanizes agent, shows you're actually listening
Result: Caller feels seen as person, not case number
"We're almost exactly the same age."
Context: Use when ages are close (within 5-10 years)
Impact: Creates peer connection and removes perceived power dynamic
Outcome: Shifts dynamic from sales to peer supporting peer
Self-Caller vs. Loved-One Variations
| Self-Caller | Loved-One |
|---|---|
| Peer language ("man," "dude") lands better | Slightly more formal with warmth |
| Personal references more impactful | Professional care more important |
| Can use colloquial acknowledgments | Reassurance about process matters more |
| "I got you" = peer understanding | "I got you" = expert taking control |
Script Integration Example (Self-Caller)
Caller: "I've been drinking a bottle of vodka a day for like two years..."
Agent: "Okay. Gotcha, man. That's a serious thing. I get it. When did you realize you needed help with this?"