Learn how to pace a customer's words and expressions as a way to build agreement and rapport. Research shows that pacing helps people foster rapport. Close friends do this instinctively, and after watching this video, you'll pace customers instinctively.
- When I watch my daughter and her friends together…they tend to talk alike,…using the same words and expressions…and similar body language.…What they're doing without even realizing it…is called pacing.…Basically pacing is when you mirror…the body language or verbal expression of another person…as a way to build agreement and rapport.…Research shows that pacing helps people foster rapport.…Close friends do this instinctively.…
Here are three things you can do to pace your customers.…Use your customer's words.…Pace your customer's language by using the words they use.…If a customer calls the device she's returning a thumb drive…when your company has the product listed as a flash drive…you could pace the customer by saying thumb drive.…Pacing the customer's words…helps you speak like the customer…and this similarity fosters rapport.…
Don't correct customers unless absolutely necessary.…I was in New York in an Italian restaurant.…I ordered the gnocchi only I mispronounced the dish.…So bad I'm not even going to tell you how I said it.…
- 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.