Building Rapport with Customers (2022)

Course details

Want to set yourself up for success each time you interact with a customer? Take steps to establish a genuine, human connection with the person you're speaking with. In this course, instructor Myra Golden helps customer service reps accomplish this by stepping through how to establish rapport within the first few seconds of a customer service interaction. Myra shares simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions. Plus, discover techniques that can help you build rapport in specific situations, including chat interactions, emails, and circumstances in which you need to deliver bad news.

Learning objectives
Identify how to build a rapport with customers through acknowledging concern.
Explore the rapport building technique of yielding to customers.
Break down how speaking in complete sentences during a customer service call helps to build rapport.
Examine the ways to build rapport through a customer chat interaction.
Identify the best ways to use rapport to disarm angry customers.

Concepts

0. Introduction

01 - Does rapport really matter

1. Simple Ways to Build Rapport with Customers

02 - Build rapport in six seconds or less
03 - Acknowledge concern with customers

2. Techniques for Maintaining Rapport

04 - Yield to customers
05 - Pace customers
06 - Speak in complete sentences with customers

3. Building Rapport in Specific Situations

07 - End customer interactions with a fond farewell
08 - Create rapport in a customer chat interaction
09 - Create rapport in a customer email
10 - Use rapport to disarm angry customers
11 - Maintain rapport when delivering bad news to customers

Conclusion

12 - Start, stop, continue exercise