Rapport Building in Customer Service
Everyone
- 7 videos | 16m 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
-
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
-
3. Being Customer Focused: Connecting with Customers2m 35sLearn how to recognize strategies for connecting with customers. FREE ACCESS
-
4. Being Customer Focused: Being Positive2m 39sIn this video, you will learn how to identify strategies for being positive and friendly in customer service. FREE ACCESS
-
5. Empathizing with Customers: Relating Your Experience2m 32sDuring this video, you will learn how to empathize with customers by relating your own experiences. FREE ACCESS
-
6. Empathizing with Customers: Reflecting Emotion2m 38sDiscover how to identify and show you understand customers' feelings by reflecting their emotions. FREE ACCESS
-
7. Empathizing with Customers: Normalizing Difficulties3m 4sIn 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.
