Building Rapport with Customers

Make every customer interaction meaningful by building real human connections. In this course, customer service expert Myra Golden shares simple yet powerful techniques to establish rapport within the first few seconds of an interaction, making customers feel respected and at ease.

Learn how to actively listen and pick up on verbal and nonverbal cues to keep conversations flowing smoothly. Tailor your communication style to match the customer's pace and preferences, whether chatting online, corresponding over email, or delivering difficult news face-to-face.

Gain actionable strategies to transform transactional exchanges into compassionate, person-to-person interactions that meet customer needs and make them feel truly heard and understood.

Learning objectives
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.