Building Customer Rapport

To create a positive relationship with customers, you want them to feel fat with you. Here are some ways to quickly set up good rapport with your customer.

Create a positive impression with body language.

A smile and relaxed, unlatched body position is an asking to your customer to approach you for help. Scowls, frowns, and folded arms create boundaries with people. Even if you ' re speaking with the customer by phone, your body language plays an important part in the message you deliver. Your tone mirrors your posture.

Match your speech design to your customer ' s.

Matching your speech helps your customers distinguish with you as someone who is " one of their friendly. " There is a difference in matching and mimicking your customer ' s speech ornament. You don ' t want to mimic someone ' s dialect nor do you want to match emotional tones such as anger or sneering. But if your customer talks slow, talk slow. If your customer has a soft voice and you recurrently talk rambunctious, match your customer ' s apartment. If your customer speaks very informally, using cliché s and colloquialisms, then you do the same.

Build trust with a confident tone.

Stammering, word - fillers, and pauses can create the impression that you are unsure of your job, incompetent, or passive. Your tone— hole, walk, pitch, word choice— creates or destroys trust. Speak confidently to your customers.

Avoid a condescending, haughty, impatient, or irritated tone.

Stay away from any " brainwork " tones. Keep your voice and words cordial and assertive, conclusively tolerant when right. " Thank you, Mr. Jones, for waiting. Please give me your I. D. figure, and I ' ll pull your file these days. I catch on that you need to get this matter taken care of today. ”

Teem with energy and enthusiasm into your interaction.

You can do this by varying voice tone and scale of speech, as well as by using active body language. Show that you care and that the customer is your number one concern.

Use the customer ' s name to personalize service.

Everyone likes to hear his or her name.

When you call a customer by name, you add that personal touch to your service. However, you don ' t want to inscription a customer by " Honey, " " Sweetie, " or some other doomed pseudonym.

Be casual without being hugely familiar.

A " qualified " tone does not miserly a formal, stiff tone. As you speak, you should be conversational, using short sentences, simple words, contractions, and even intermittent slang. But in an one's darnedest to be plain, be sage not to be for grins, corny, villainous, or too known. At best, these may create doubts about your professionalism.

Choose positive or ecru words.

Words trigger emotions. Avoid words that trigger vile emotions, such as sobbing, upheaval, sham, and eradicate. Use positive or ecru words, such as concern, modernize, stage, and realize.

Habit the positive approach.

In adjunct to choosing positive words, reminisce to express your inside story in a positive way. Say " The customer service desk will be happy to approve your check for payment at any register, " quite than " I can ' t take this check at my register. You have to go to customer service to get it winsome. "

Be clear and specific.

Vagueness in communication causes misunderstandings. Commonly used unsure terms number “ as double time as possible” and “ at your earliest convenience. ” Your customer deserves specific information.

Keep your promises.

The surest way to diminish trust with customers is to break promises. If you promise Mrs. Bronson to check on an regularity and call her this afternoon, do it. No matter what the excuses or foul - ups on someone besides ' s part, you should take culpability to follow through with what you told the customer.

Tell the truth.

Don ' t lead your customer on with false information. If the shipment isn ' t coming until Monday and you know that product A is on back procedure, tell her the whole truth, not tidily that the setup will break through on Monday. Tell the truth upfront to minimize false customer expectations and the resulting anger. Customers forgive errors if they can always depend on you for the truth.