It’s really easy and fast for you to deliver positive and memorable customer experiences when you do these three super-simple things.
- One, two, three, four. That's all you get to make a first impression. About four to six seconds. The great news is it's really easy to start a customer interaction in a positive and memorable way. Here are three things you can do within the first few seconds of an interaction to create rapport and lay the foundation for an exceptional customer experience. First, talk with enthusiasm. Think of how you'd act if you were opening your front door to greet guests at your house.
You'd be friendly and energetic. This energy would be present from the first ring of the doorbell to the last guest. Be a great host to your customers by talking with energy and enthusiasm. Second, use the customer's name. This is the easiest way for you to create rapport. When you have your customer's name and you use their name, you personalize the interaction and you sound friendly. So don't say ma'am or sir when you call your customer by name.
Third, use ahs and ums to let the customer know you're listening. Show customers you're interested in what they're saying by interjecting these verbal cues as they talk. So often employees listen to customers silently and that can make the customer feel you aren't engaged. Engage your customers with warm ahs and ums and your interest will be unmistakable. A few weeks ago I checked into a hotel in Denver. When I walked toward the desk for check in, the employee faced me squarely, smiled and she gave me a welcome that felt like I was coming home to family.
She made a fantastic first impression and it only took a few seconds. You can too. Just remember to apply these three simple tips.
- 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.