Customer Service Tips for Building Rapport with Customers
Here are some customer service tips for building rapport with customers:
- Ask questions to move emotional conversations to the track you want. For example: With whom did you speak the last time you called?”
- Establish rapport with your customer by showing empathy. Once you can show your customer that you understand and acknowledge his or her feelings, then you’ll be able to move toward a productive resolution and a business level interaction.
- Offer a number of options to lead your customer toward making choices and guide the interaction along a productive path. For example: “Would you prefer to have the item shipped to your home address, work address, or simply pick it up here?” Choices make customers feel like they’re in control of the situation.
These customer service tips will allow you to build rapport with customers.
Robert Moment is an innovative customer service consultant, business coach and author of Invisible Profits: The Power of Exceptional Customer Service. Visit Customer Service Training Skills and sign up for the FREE 5 day e-course, Creating “Wow” Customer Service Experiences.