Rapport Building in Customer Service

Everyone
  • 7 videos | 16m 32s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.4 of 4623 users Rating 4.4 of 4623 users (4623)
Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

WHAT YOU WILL LEARN

  • Recall how to demonstrate to customers that they have your full attention
    Recognize strategies for connecting with customers
    Identify strategies for being positive and friendly in customer service
  • Recognize guidelines for empathizing with customers by relating your own experiences
    Identify how to show you understand customers' feelings by reflecting their emotions
    Recognize guidelines for normalizing customers' difficulties

IN THIS COURSE

  • 34s
  • 2m 31s
  • Locked
    3.  Being Customer Focused: Connecting with Customers
    2m 35s
    Learn how to recognize strategies for connecting with customers. FREE ACCESS
  • Locked
    4.  Being Customer Focused: Being Positive
    2m 39s
    In this video, you will learn how to identify strategies for being positive and friendly in customer service. FREE ACCESS
  • Locked
    5.  Empathizing with Customers: Relating Your Experience
    2m 32s
    During this video, you will learn how to empathize with customers by relating your own experiences. FREE ACCESS
  • Locked
    6.  Empathizing with Customers: Reflecting Emotion
    2m 38s
    Discover how to identify and show you understand customers' feelings by reflecting their emotions. FREE ACCESS
  • Locked
    7.  Empathizing with Customers: Normalizing Difficulties
    3m 4s
    In this video, you will learn how to recognize guidelines for normalizing customers' difficulties. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

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