Building rapport

1.The objective to build rapport with the customer is to make him feel that he is with someone
to trust, that you care about him and that you are going to anything to solve his problem as it
is yours. This rapport will make all this customer service experience really nice and
comfortable. I consider the rapport can start showing empathy. The positive things for me
about creating rapport with the customer is that in case you are not able no solve his problem
or that you have bad news he will feel that is not your fault and he is not going to treat you
badly or he will feel that everything you are telling him is true and fair and in case of a
payment maybe he will pay without any problem.

Example:

Knowing the customer’s name. May a know your name. Who I have the pleasure to speak
with.

Being empathic. I totally understand what you my might be feeling. Or I had the same issue
and it was really frustrating.

Willingness to help. Don’t worry i am here to help you. I will be happy to help you. I will try
everything to solve your problem

Say sorry. I’m sorry to hear that sir. My apologies for the inconvenience you experienced.

Showing interest in something the customer told you. Maybe he tells you he has and Jacuzzi at
his house. And you tell him o nice you have a Jacuzzi it would be great to have a Jacuzzi at
home.