From the course: IT Service Desk: Customer Service Fundamentals

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Building rapport over the phone, part 2

Building rapport over the phone, part 2

From the course: IT Service Desk: Customer Service Fundamentals

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Building rapport over the phone, part 2

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- Let's continue our look at building rapport over the phone. Using positive words is another key component of building rapport. Often, technicians give too much information or use words that we call geek speak in an attempt to build rapport with the customer. While there's a positive intent, most customers just won't understand. Use of positive and inclusive words like we, us, let's, yes, I can, and I'm happy to help, creates a positive action-oriented tone that moves the conversation forward. Avoid using geek speak like acronyms or abbreviations as well. They may confuse the customer. Here's an example. Well, let me check the ACL logs to see if the policy blacklisted the user. Huh, is the response the customer's really thinking but may not say out loud. Geek speak comes very naturally to many of us so just be aware of it as we are talking to our customers and save it for the chatrooms. Our next component, empathy, is something we hear a lot about in delivering quality customer…

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