Customer Service Foundations

with Jeff Toister

Rapport Techniques
Use the worksheet below to identify rapport-building techniques you already use as well as some new ones
you might like to try. You can also write in a few techniques that aren’t on this list.

Warm greetings. Greet your customers with enthusiasm to make them feel welcome.

Personalized service. Try to learn your customers’ interests and preferences so you can make them
feel special.

Say thank you. Let your customers know that you appreciate their business.

Make the first move. Initiate contact with customers by greeting them first rather than waiting for
them to come to you.

Learn and use customer names. This makes customers feel special by letting them know you are
focusing on them as an individual.

Tell customers your name. Rapport is a two-way street, so customers will feel more comfortable
with you if they know you by name too.

Find something in common. We tend to like people who share our interests.

Focus on one customer at a time. We all know that customer service can be hectic when things get
busy. Even so, try to be fully present with each customer so they don’t feel ignored.

Follow up. A great way to show customers you care is to follow up with them after providing service.
Was everything okay? Is there anything else they need?

What other techniques have you used?

I try to tell customers that I have experienced similar emotions when it is about money.
1. ______________________________________________________________________________________________
I always try to use the customer's names which tends to go in a very positive direction because they revert with
2. ______________________________________________________________________________________________
my name.
In the past, I have also tried to tell them that I also trade which makes them very intrigued and I can steer the
3. ______________________________________________________________________________________________
conversation in another direction to calm them down about delayed deposit or withdrawal.

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