Overview
-
Forge a human connection with your customers. Learn how to establish rapport within the first few seconds of a customer service interaction.
Syllabus
-
Introduction
- Does rapport really matter?
- Build rapport in six seconds or less
- Acknowledge concern with customers
- Yield to customers
- Pace customers
- Speak in complete sentences with customers
- End customer interactions with a fond farewell
- Create rapport in a customer chat interaction
- Create rapport in a customer email
- Use rapport to disarm angry customers
- Maintain rapport when delivering bad news to customers
- Start, stop, continue exercise
