Establishing Rapport with Customers

Flashcards to help understand what customer rapport is and its importance in customer service

What is rapport in customer service?

The process of building a relationship of mutual harmony and understanding with customers.

Why is making a good first impression important?

It is important when representing your organization and your product or service.

What is the foundation of a relationship built by establishing rapport?

Trust and respect.

Name some tips for building rapport with a customer.

Using customer name, finding common ground, showing genuine interest, showing empathy, having product knowledge, good communication, being presentable.

Why is being presentable important?

Presentation helps build a positive first impression and in turn build rapport.

List some strategies to use when making a good first impression.

Having a positive voice/greeting, dressing professionally, demonstrating confidence and pride, communicating effectively, showing genuine interest, knowing and demonstrating enthusiasm for your products, and offering guidance without overselling.

How can you maintain rapport with customers?

Sending regular email messages, determining a convenient time to call, informing customers via text of specials, and respecting professional boundaries.

What legislations should you be aware of when dealing with customers?

Work Health Safety Act 2011 (Cth) Racial Discrimination Act 1975 (Cth) Age Discrimination Act 2004 (Cth) Disability Discrimination Act (Cth) Sex Discrimination Act (Cth) Privacy Act (Cth) Competition and Consumer Act 2010

According to the lesson, what does ACCC do?

Protects consumers and promotes fair trading

Why is empathy important?

Identifying oneself mentally with the customer in order to fully comprehend their needs