Rapport Building in Customer Service
7 Videos | 25m 32s - Includes Assessment
- Earns a Badge
- CPE
- PMI PDU
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
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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
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1.Rapport Building in Customer Service34sUP NEXT
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2.Being Customer Focused: Paying Attention2m 31s
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3.Being Customer Focused: Connecting with Customers2m 35s
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4.Being Customer Focused: Being Positive2m 39s
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5.Empathizing with Customers: Relating Your Experience2m 32s
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6.Empathizing with Customers: Reflecting Emotion2m 38s
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7.Empathizing with Customers: Normalizing Difficulties3m 4s
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform
Digital badges are yours to keep, forever.
