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BUILDING RAPPORT WITH CUSTOMERS

Practical, easy to understand training videos

Learn how to build a positive relationship with your customers

Introduction

Ask for the Customer's Name First

Be Friendly with Customers

Mimic the Customer's Formality

Acknowledge Waiting Customers

Let Customers Get It All Out

Stay Focused on the Customer

Be Careful with Jokes

You're the Expert

Congratulations

Why Learn Building Rapport With Customers?

Building rapport with customers is about building a positive relationship with your customers. It is the process of developing a mutual feeling of friendliness. You want your customer to feel like you understand them and to establish a level of trust so that they trust you will assist them in a friendly, efficient, and effective manner.

Each of our 10 video lessons covers a different aspect of Building Rapport With Customers. See below for the full topic list.

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Topics included in Video Lessons

01

Introduction (00:45)

Building rapport with customers is about building a positive relationship with your customer. It is the process of developing a mutual feeling of friendliness. You want your customer to feel like you understand them and to establish a level of trust so that they trust you will assist them in a friendly, efficient, and effective manner.


02

Ask for the Customer's Name First (03:04)

Let’s start with the customer’s name. You should ask for that first and then you should use it. It’s tempting to ask for their reference number or some other thing that makes it easy for you to look them up in your system, but you should always start with their name.


03

Be Friendly with Customers (02:58)

People like friendly people. If you are warm and friendly, your customers are more likely to respond to you with warmth and friendliness. Being cold and unfriendly is not going to help you build rapport with customers.


04

Mimic the Customer's Formality (02:39)

You should be flexible with formality when speaking with customers. This means you should match your level of formality to theirs. If your customer is businesslike and wants to get to the point quickly, then you should be businesslike and get to the point quickly too.


05

Acknowledge Waiting Customers (02:08)

A big no-no in building rapport is leaving your waiting customer unacknowledged. If your customer is standing in a queue, make eye contact with them, smile to acknowledge them, and let them know you’ve seen them and will be with them shortly. It’s much harder to start building rapport with someone who has been standing in front of you for the last ten minutes whilst you’ve been ignoring them and deliberately avoiding eye contact.


06

Let Customers Get It All Out (02:18)

If you have an angry, stressed, or frustrated customer on your hands, it’s important you let them say everything they want to say up front. Let your customer get it all out. Don’t interrupt them – let them talk until they’ve said everything they want to say.


07

Stay Focused on the Customer (02:09)

When you’re in a conversation with a customer, be focused on that customer. Stay focused on them, and don’t allow yourself to be distracted by other team members, the office phone, or your mobile phone. To change your focus mid conversation is very rude and makes your customer feel like they are unimportant.


08

Be Careful with Jokes (02:29)

While it’s great to be friendly and relaxed with customers, you must be careful when using humour. Jokes and sarcasm are often misunderstood, and sarcasm is best avoided in professional situations.


09

You're the Expert (02:20)

When assisting customers, it’s important to remember that you are the expert. Your customer is looking to you for recommendations and advice. You should obviously have a good level of product knowledge and be able to tap into that to assist your customer.


10

Congratulations (00:51)

Building rapport with your customers is all about being friendly, genuine, personable, and of course, professional. When you build a strong rapport with your customers, you’ll not only be making their experience more enjoyable, you’ll also start to see an increase in loyal, happy customers.


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