Rapport is more challenging when you have to tell customers something they don't want to hear. Get three techniques that will help you maintain rapport in any situation.
- When you can't tell your customer…exactly what they want to hear,…maintaining a sense of rapport can be challenging.…But it's possible to give your customer…bad news with empathy and a positive slant.…When you have to give a customer bad news,…do it using the feel, felt, found method.…This approach helps you to foster a sense…of connection with customers,…even when you can't give them exactly what they want.…The basic model for feel, felt, found is…relay that you understand how the customer feels.…
I understand why you feel that way.…Show the customer they aren't alone.…I had another customer who had…a similar situation and felt the same way.…Tell the customer what you've found to work.…We found that this works best.…Let me show you how this looks in action.…I'm currently working with a client…that sells food products.…A question they get from customers is…what ingredients are in this yogurt?…When a customer asks for ingredients,…it's usually because they have a food allergy.…
The problem is, my client can't give…
- 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.