Building rapport with the people you serve is one of the most essential skills in customer service. This involves creating a personal connection with the other person and hopefully getting them to know you and like you.
- Building a rapport with the people you serve…is one of the most essential skills in customer service.…You're creating a person connection with the other person…and hopefully getting them to know and like you.…Think about your favorite places to be a customer.…Perhaps it's your hair salon or barber shop.…Maybe it's a coffee shop or a bank,…a local hardware store or the hotel…where you spent your last vacation.…How do employees make you feel when you go there?…What do they do to make you feel comfortable and welcome?…My favorite restaurant is a good example.…
Employees greet my wife and I with enthusiasm…and call us by name.…Our server always spends a few minutes chatting,…and servers from other sections…even come over to say hello.…We even say hi to the chef if we're seated near the kitchen.…It's no wonder we go there a lot.…They have great food!…But more important, we always leave feeling incredible.…That's the power of rapport.…Rapport helps break down barriers between you…and your customer, and makes everyone feel more comfortable.…
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.