Learn why you have to acknowledge your customer's emotion, be it anger or excitement. See how linking the communication chain can establish rapport, keep the conversation moving forward, and defuse anger.
- Let's say this is a live workshop…and instead of watching me online,…you're in the room with me along with 50 other people…and let's say I start the training off with good morning…and I'm met with dead silence.…How do you think I'd feel…if I opened with an energetic greeting…and no one said a word?…I'd feel awkward, embarrassed.…I'd probably be thinking this isn't going to go well.…Whatever I'm thinking, it's negative, right?…And my next response will be dictated…by the negative feelings in my head.…
I might not be my best as a trainer…because I'm a little embarrassed and feeling rejected.…Here's where I'm going with this.…When a customer expresses anger or frustration…and that isn't acknowledged,…they're likely to get even more upset…because what you've done is reject them.…On the flip side, acknowledging concern is a tool…to help you create rapport with customers…especially when they're upset.…It helps you build rapport…because you're right there with the customer emotionally…acknowledging what they've said or what they're feeling.…
- 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.