Building rapport is important when it comes to establishing lasting customer connections because people like to feel like they are connecting with real people. No one wants to feel like they’re just being handled, like they’re talking to a robot, or like they’re just on the receiving end of a list of standard responses.
When it comes to good customer service and holding onto those customers, it’s vital that people feel valued, and like they can trust the sales rep or customer service agent they’re interacting with. Trust is fundamental to all human relationships, including the customer – sales rep relationship.
So how can you build that rapport your customers cherish? Let’s dive into it.
1. Say my name
Using a customer’s name in conversation can significantly enhance the personal touch of your interaction with them. It helps when it comes to creating a connection, and shows that you value them and see them as an individual, not just another caller in a long list of callers or customers.
Make sure to pronounce their name correctly, and use it naturally throughout the conversation.
2. Drop the beat
Your tone of voice can play a crucial role in communication with the customer. By maintaining a calm and reassuring tone, you can help ease any tension felt by the caller during the conversation. Even in more challenging situations, like when you have to explain what is demand generation to a client, a steady voice can instill confidence in them that their questions are being taken seriously.
It will also help you to remain calm if you practice sounding this way. Fake it til you make it is a pretty effective system for improving interpersonal skills.
To accomplish this, try taking deep and slow breaths before and during the conversation, which can lower your heart rate and reduce stress. Slowing down your speech can also reduce any sense of nervousness or urgency. Take time articulating your thoughts.
You can also focus on what the customer is saying without interrupting and ensure that you are in a quiet and comfortable space during the conversation. There are also some visualization techniques that can help you to feel calmer beforehand, as well as some role-playing activities.
3. Start on a positive note
By starting your interactions with positive language, you can set a more positive and constructive tone for the rest of the interaction. Whether it’s a warm demeanor, asking the customer how you can help them today, or simply making positive and reassuring sounds, you can make customers feel supported and valued right from the beginning.
4. Repeat the issue back to the customer
To ensure clarity and show that you understand the customer’s concern, engage in active listening and paraphrase the issue back to them. This not only reassures the customer that you are listening but also helps to clarify any misunderstandings early in the conversation.
5. Express gratitude
You should also make sure to thank customers for their feedback. Whether it’s a compliment about your voip phone service, or a complaint, expressing gratitude for their input shows that you value their opinion. For example, “Thank you for bringing this to our attention; I’ll pass this along to our product development team.”
In the same vein, you should also acknowledge their loyalty. If they are a returning customer, acknowledge their loyalty by saying something like, “We truly appreciate your continued support.”
6. Transparency matters
If there are any delays or issues on your end, be upfront about them. Let the customer know what to expect and keep them informed throughout the process. And, if you need to take any particular steps to resolve an issue, make sure you explain why. This transparency helps build trust.
7. Go the extra mile
While you’re interacting with your customers, it’s also a good idea to provide any useful additional resources. For example, if a new client has called the generic national number, you could pass them your company’s local phone number to make it easier for them to call again with any specific questions or queries.
On top of this, offering information that could help the customer beyond their immediate issue – such as helpful articles related to their question – can make them feel truly valued. You can also use small gestures, like a personalized thank-you note or a discount on their next purchase, to show that you care about their experience.
8. Be personable
Another tip is to avoid sounding robotic during your interactions. Engage with customers as if you are having a conversation with a friend that you want to help in a professional setting. Use professional but casual language, and let your personality show within professional bounds.
This human touch can make customers feel more comfortable and connected as you help them navigate any problems or issues they might be facing
9. Understand the underlying emotion
Sometimes, customers reach out not just because of an issue they’re experiencing with your product, but due to the emotions they’re feeling around it. Take the time to recognize these emotions, whether it’s frustration, disappointment, confusion, or something else. Acknowledging their feelings can help you respond with more empathy and make them feel heard and seen.
10. Let people vent
Sometimes, customers just need to express their frustrations. Allowing them to vent without interruption can be therapeutic for them. By listening actively and validating their feelings, you can help diffuse the situation and make them feel heard, and often that’s all you need to do to keep that customer.
The solution isn’t always practical – sometimes it’s emotional, and showing that you care is all that’s needed.
11. Show you care
You should also demonstrate that the customer’s problem is your problem. Express genuine concern and commitment to helping them resolve their issue. A heartfelt approach can go a long way in building trust and rapport and keeping customers around for the long haul.
Make sure to listen carefully to what the customer is saying without interrupting, but also nod and use verbal affirmations like “I understand.” You can also ask clarifying questions which shows you’re trying to fully understand their concerns.
Acknowledging their feelings with empathetic statements can also validate their emotions. And, if appropriate, you can briefly share a similar experience to show that you relate to their situation, but keep the focus on the customer.
Referencing previous interactions or purchases can also demonstrate that you remember them and their history with your business. On top of this, thinking about potential solutions that could benefit the customer in the long run will also make them feel listened to and cared about.
12. Use positive language
The words you choose can significantly impact the customer’s perception of your service. Instead of saying “I’m not sure how to help,” try saying, “I’ll ask my manager.” This shift in language conveys a willingness to assist and fosters a more positive interaction.
Some more examples for your arsenal:
Instead of “I don’t know how to help you,” try “Let me find out more information for you.”
Instead of “You can’t return the item,” try “You can exchange the item for a different one, or I can help you find a solution.”
Instead of “I can’t give you a refund,” try “I can offer you a store credit or help you with an exchange.”
Instead of “I’m busy right now,” try “I appreciate your patience; I’ll be with you shortly.”
Instead of “You don’t qualify for that offer,” try “Let me explain the requirements for the offer so you can take advantage of future opportunities.”
Instead of “You’re wrong about that,” try “Let’s clarify the details together.”
13. Remain focused on the customer
Keep your attention solely on the customer during your interaction. Avoid distractions and ensure that you are actively listening. This focus shows that you value their time and concerns, reinforcing the rapport you are building.
This is not the time for answering other calls, getting pulled away by a colleague and forgetting to come back, or interrupting the customer to take your break.
14. Change your posture
Your body language can communicate just as much as your words. Whether it’s in person or over a video call, you should stand or sit up straight, maintain eye contact, and use open gestures. Positive body language not only conveys confidence but also enhances the overall interaction, making customers feel more at ease.
Posture can also significantly impact phone conversations as well. Your posture affects your breathing and, consequently, your voice quality. Standing or sitting up straight allows for better lung capacity and breath control, which can lead to a clearer, more confident voice.
Good posture can also enhance your energy levels. An upright position can help you feel more alert and engaged. It can also affect your self-perception and your confidence, which is reflected in your tone and manner of speaking. A confident tone can reassure customers that you are knowledgeable and capable of helping them with their issues.
Finally, your physical stance can also influence your emotional state. Open and relaxed body language can help you feel more approachable and empathetic.
Final thoughts
It only takes a few small techniques to build rapport and develop lasting customer connections, and anyone can put them to practice. You don’t have to be a natural communicator – you can learn. And by building that rapport, you can increase your repeat customer numbers over time.
Frequently asked questions
Can these methods be applied to both B2B and B2C relationships?
Absolutely. Although you’ll always want to tailor these strategies to your particular business and product, the principles of building rapport and lasting connections are universal and can be effectively utilized in both B2B and B2C settings.
How can I measure the effectiveness of these strategies?
Effectiveness can be measured through customer feedback, repeat business rates, customer satisfaction scores, and the overall growth in customer loyalty and engagement.
Originally published Sep 03, 2024
