For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me.
In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced.
But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word. It makes me more real to the audience, and more likable, and the training goes so much better after this rapport-building.
Just as taking the time to build rapport before my workshops makes a big difference, when you establish rapport with customers, the perception of the interaction is so much more positive.
We have a short video in my customer service eLearning suite that shows you how to use two super-easy techniques to build rapport over the phone. If you, or someone you know, can use a little help with rapport over the phone, watch this short movie now.
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