Rapport Building in Customer Service

  • 7 Videos | 25m 32s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
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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

  • Playable
    1. 
    Rapport Building in Customer Service
    34s
    UP NEXT
  • Playable
    2. 
    Being Customer Focused: Paying Attention
    2m 31s
  • Locked
    3. 
    Being Customer Focused: Connecting with Customers
    2m 35s
  • Locked
    4. 
    Being Customer Focused: Being Positive
    2m 39s
  • Locked
    5. 
    Empathizing with Customers: Relating Your Experience
    2m 32s
  • Locked
    6. 
    Empathizing with Customers: Reflecting Emotion
    2m 38s
  • Locked
    7. 
    Empathizing with Customers: Normalizing Difficulties
    3m 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.

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