Forge a human connection with your customers. Learn how to establish rapport within the first few seconds of a customer service interaction.
- You don't see them, but there are three other people in the room with me. Before we turned on the lights and cameras, we spent some time chatting, just getting to know each other. And that casual interaction, hopefully, helps me to be more relaxed in front of the camera. I do the same thing in my workshops. I arrive at least 45 minutes before we start so I can meet and talk to the people who will be spending several hours with me. Now, I didn't always do this. In the past, I'd hide out in the back of the room and only go up after I was introduced.
But I've realized that talking to my audience before the training starts helps me to connect with them before I ask them to trust me by putting their learning in my hands. It makes me more comfortable and likable, and the training goes a lot smoother because of it. And guess what? It's the same with customers. My name is Myra Golden, and for more than 20 years, through my workshops, I've helped customer service professionals just like you consistently deliver fantastic interactions by focusing on that human connection or, as we in customer service call it, rapport building.
In this course, I'll show you how to pace customers, meaning you'll meet customers where they are emotionally. You'll learn how yielding to customers helps the conversation flow. You'll see how talking in complete sentences makes you sound friendlier. Plus, you'll see how you can maintain rapport even when you have to give bad news. So join me in this LinkedIn Learning course, and learn how to deliver better customer interactions by creating rapport.
- 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.