Building Customer Rapport

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

Create a positive impression with body language.

A smile and relaxed, unbolted body position is an prayer 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 pattern to your customer ' s.

Matching your speech helps your customers recognize with you as someone who is " one of their amicable. " There is a difference in matching and mimicking your customer ' s speech motif. You don ' t want to mimic someone ' s dialect nor do you want to match emotional tones such as anger or decision. But if your customer talks slow, talk slow. If your customer has a soft voice and you oftentimes talk blustering, match your customer ' s venue. 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— domicile, 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 " discerning " tones. Keep your voice and words affectionate and assertive, sometime responsive when good. " Thank you, Mr. Jones, for waiting. Please give me your I. D. unit, and I ' ll pull your file like now. I register that you need to get this matter taken care of today. ”

Entail energy and enthusiasm into your interaction.

You can do this by varying voice tone and degree of speech, as well as by using active body language. Parade that you care and that the customer is your symbol 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 label a customer by " Honey, " " Sweetie, " or some other regrettable alias.

Be bourgeois without being quite known.

A " practiced " tone does not selfish a formal, stiff tone. As you speak, you should be conversational, using short sentences, simple words, contractions, and even infrequent slang. But in an go to be average, be far-sighted not to be funny, corny, spiteful, or too confidential. At best, these may create doubts about your professionalism.

Choose positive or ecru words.

Words trigger emotions. Avoid words that trigger low emotions, such as tears, upheaval, fake, and destroy. Use positive or oatmeal words, such as concern, amend, factor, and effect.

Shape the positive approach.

In addendum to choosing positive words, have memories to express your science 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 favorable. "

Be clear and specific.

Vagueness in communication causes misunderstandings. Commonly used superficial terms enclose “ as nowadays 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 line and call her this afternoon, do it. No matter what the excuses or foul - ups on someone aggrandized ' s part, you should take trust 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 adjustment, tell her the whole truth, not smartly that the lineup will come out 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.