- Duration: 27m 4s
- Skill Level: General
- Released: November 30, 2018
- Viewers: 33,820
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Course detailsWant to set yourself up for success each time you interact with a customer? Take steps to establish a genuine, human connection with the person you're speaking with. In this course, instructor Myra Golden helps customer service reps accomplish this by stepping through how to establish rapport within the first few seconds of a customer service interaction. Myra shares simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions. Plus, discover techniques that can help you build rapport in specific situations, including chat interactions, emails, and circumstances in which you need to deliver bad news.
Does rapport really matter?
- You don't see them, but there are three other people in the room with me. Before we turned on the lights and cameras, we spent some time chatting, just getting to know each other. And that casual interaction, hopefully, helps me to be more relaxed in front of the camera. I do the same thing in my workshops. I arrive at least 45 minutes before we start so I can meet and talk to the people who will be spending several hours with me. Now, I didn't always do this. In the past, I'd hide out in the back of the room and only go up after I was introduced. But I've realized that talking to my audience before the training starts helps me to connect with them before I ask them to trust me by putting their learning in my hands. It makes me more comfortable and likable, and the training goes a lot smoother because of it. And guess what? It's the same with customers. My name is Myra Golden, and for more than 20 years, through my workshops, I've helped customer service professionals just like you…
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