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LinkedIn Learning

Building Rapport with Customers

via LinkedIn Learning

Overview

Prepare for a new career with $100 off Coursera Plus
Gear up for jobs in high-demand fields: data analytics, digital marketing, and more.
Forge a human connection with your customers. Learn how to establish rapport within the first few seconds of a customer service interaction.

Syllabus

Introduction
  • Does rapport really matter?
1. Simple Ways to Build Rapport with Customers
  • Build rapport in six seconds or less
  • Acknowledge concern with customers
2. Techniques for Maintaining Rapport
  • Yield to customers
  • Pace customers
  • Speak in complete sentences with customers
3. Building Rapport in Specific Situations
  • End customer interactions with a fond farewell
  • Create rapport in a customer chat interaction
  • Create rapport in a customer email
  • Use rapport to disarm angry customers
  • Maintain rapport when delivering bad news to customers
Conclusion
  • Start, stop, continue exercise

Taught by

Myra Golden

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4.7 rating at LinkedIn Learning based on 3226 ratings

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