Course Details

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Rapport Building in Customer Service


Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level



Overview/Description
Good customer service and strong customer relationships begin with building rapport. Building rapport 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 build rapport with customers by paying close attention to their needs, connecting with them, 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.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Prerequisites
None

Expected Duration (hours)
0.5

Lesson Objectives

Rapport Building in Customer Service

  • 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
  • recognize guidelines for building rapport with customers
  • Course Number:
    acs_03_a01_bs_enus

    Expertise Level
    Everyone