Ideas on Improving Rapport in Customer Service
Your rapport, or relation, with customers as a customer service representative is important in the communication process. How you communicate with customers can dictate the results of your conversation; because you are working as a representative for a company, you want the client to be pleased with your service so that they continue using your company's product or service. Improve your rapport in customer service by creating the tone, listening and relating to the customer.
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Friendly Voice
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Customers can tell when you are upbeat and smiling while you are speaking to them over the phone, according to callcentrehelper.com. Be positive in your conversations to show you have a friendly demeanor, which may make customers more willing to trust and like you.
To take your friendly voice a step further, ask the customers a simple question. Asking about their day or the weather where they live makes customers comfortable because they feel as if they are having a basic conversation. This technique, referred to as breaking the ice, may put a smile on the customers' faces before the important conversation begins.
Listening
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Concentrate on the customer's conversation. This assists in communicating effectively because you are able to intently follow what the customer is saying. Frequently responding to the customer with one-word responses such as "okay" lets the customer know you are paying attention and respecting her time. Interrupting the customer should be avoided, however, because she can become frustrated, so let her finish each thought and then respond.
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Relating
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Paraphrasing words that the customer uses helps you relate to the client and shows that you are listening. This method ensures that the customer understands your responses. When you respond with words spoken by the caller, you are communicating on agreeable terms, which make the conversation flow easily. Include empathetic phrases within this communication technique to build rapport. Follow customers' statements with phrases such as "I understand" or "I see." Remain friendly while using empathy because it is easy to sound concerned, especially when they are relaying a problem. The sound of concern in your voice makes it appear that you will have a tough time solving the problem.
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References
- Photo Credit customer service image by Kurhan from Fotolia.com
