Rapport Building in Customer Service (TRN236)
Available offerings
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Online
Course
English
Online
Course
French
Overview
Delivery method
Online
Duration
Less than 1 hour
Audience
Employees
Description
Building rapport with customers or clients requires understanding their situation and listening empathetically to their concerns. This online self-paced course offers recommendations on how to build good rapport with customers by paying close attention to their needs, staying positive, and finding ways to connect with them. Participants will learn how to empathize with customers by acknowledging their feelings and reflecting back their emotions, thereby normalizing their concerns.
Topics include:
- demonstrating to customers that they have your full attention
- being positive and friendly in customer service
- empathizing with customers by relating to your own experiences
- normalizing customer difficulties
- connecting and building rapport with customers
Legacy course code: R010
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