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At the heart of Customer Service Excellence is Rapport Building. Simply being friendly won’t suffice. You have to be able to build a solid relationship with the customer, that makes them feel connected, comfortable and confident in your ability to meet their needs.

We will explore what rapport building is, as well as why it is so important in Customer Service and how you can enhance your rapport building skills to achieve customer service excellence.


What is rapport building in Customer Service?

Rapport building is the process of establishing and nurturing positive, harmonious, and mutually respectful relationships. It is a fundamental skill in both personal and professional interactions. Building rapport paves the way for effective communication, trust, and cooperation.

In customer service, rapport building is establishing and sustaining positive relationships with customers and involves understanding and communication.

Building rapport can go a long way towards gaining customer’s trust and satisfaction with your product or service.


The importance of building rapport in customer service.

Four key reasons why building rapport is important in Customer Service


1. Solving Problems

In customer service, issues and complaints are inevitable. Building rapport can de-escalate tense situations and make it easier to solve problems. Customers are more likely to be patient and understanding when they feel heard and respected.

When customers feel comfortable with you, they will be more open to working with you to find a solution that works for everyone. Building rapport also helps them feel less stressed if a disagreement or conflict arises.


2. Trust and Confidence

Customers are more likely to trust and have confidence in a company and its products or services when they have a good rapport with its customer service representatives. Trust is a critical component of customer loyalty.

Establishing rapport is especially important when dealing with unhappy customers. If a customer feels that they can’t trust you, they won’t want to hear your suggestions or listen to your advice. On the other hand, if customers feel that they can trust you, they’re less likely to take their business to a competitor.


Customers are more likely to trust and have confidence in a company when they have a good rapport with its customer service reps.


3. Customer Satisfaction

Did you know that a staggering 64% of businesses say they notice sales growth due to good customer service?

Building rapport helps create a positive and enjoyable customer experience. Customers who feel a personal connection with a customer service representative are more likely to be satisfied with the service they receive.


4. Brand Reputation

Positive customer service interactions can enhance the overall reputation of a brand.

Satisfied customers are more likely to share their positive experiences with others, contributing to a positive word-of-mouth reputation.

Customers who have a positive rapport with a company are more likely to become repeat customers and loyal advocates. They are more likely to return for future purchases and recommend the company to others, which helps to establish a good brand reputation.


Good customer service interactions can enhance brand reputation.


No matter the industry you’re in, rapport building is a crucial component of the customer experience that should be part of your everyday interactions.


How can you improve on building rapport with customers?  

There are some things you can do to improve your skills in building rapport with customers. Here are a few tips:

  • Be sincere
  • Show empathy
  • Actively listen
  • Be aware of your body language eg. Eye-contact, smile, welcoming gestures


Remember that building rapport doesn’t happen instantly. It takes time and practice.

There is always room for improvement – it is simple, but not always easy. You can use these tips and practice, and eventually it may come more naturally.

Keep in mind that having good rapport with customers is fundamental in customer service. So, make an effort to improve your rapport building skills.


Find out how Sparkle Training’s Customer Service Excellence Programs can equip your team with the skills they need to build strong and lasting relationships with customers.
Call 1300 611 288 or Email info@sparkletraining.com.au


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