Customer Service Fundamentals: Building Rapport in Customer Relationships

Overview/Description
Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Target Audience
Individuals who want to develop or refresh their customer service skills

Expected Duration (hours)
1.0

Lesson Objectives

Customer Service Fundamentals: Building Rapport in Customer Relationships

recognize behavioral examples that demonstrate a customer-focused attitude

recognize examples of statements that demonstrate empathy

build rapport with a customer