How to build Rapport with Customers

 In Customer Service

How to build rapport with customers

What is Rapport? It is about finding common ground with customers to build rapport. Companies can build long-lasting, positive customer relationships by sharing common interests.

Here are some tips for sales professionals to use the internet to find information that will help build trust.

Personal level

Google alerts, LinkedIn, Twitter and free articles can all provide personal information. It is possible to see the location and cities where the client has lived, as well as recent conferences attended or spoken at.

Business Level

The client’s website is the best place to find business information, as well as YouTube channels, LinkedIn company pages and company Twitter accounts. Marketing automation systems can also provide information, which allows you to track who visited and what they read.

Building relationships with customers is a great way to build trust

When a customer service agent talks to a customer, they are representing their company. Customers will have a positive impression about a company if they build rapport. There are many benefits to building a good relationship with customers.

  • You will be more liked and trusted by others, which allows for more open communication.
  • Increase your confidence in your product/service/advice knowledge.
  • The relationship should be mutually beneficial.
  • You should feel that you are interested in their question.
  • You will be more likely to get a positive response from them when you try to close a deal with them.
  • You can be sure that you’re looking for the best solution.
  • How to build customer relationships

It is one thing to know what relationship is and how it can benefit your company, but it is quite another to have the skills to create it. These skills can often be learned and improved upon, so it is important that your company invests in training and other development programs.

1. Ask them their names

Although this is an essential step, building trust with customers begins from the bottom. Supervising customer service agents should ensure that they ask customers their name. This will make the customer feel valued and personal.

2. Be honest

This is customer service, but it is surprising how often it is forgotten. It is crucial that sales agents do not panic if a customer asks for help with a question they don’t know the answer to. They should be open with customers and ensure that they get the correct answer. The agent should then escalate the customer’s inquiry to a senior member. The client will know that the company is willing to fulfill his/her needs in a genuine way.

3. Make recommendations

Customer service agents should offer plenty of recommendations to customers who are just starting to research their holiday. This is a great upselling strategy, and it’s also a great way for customer service agents to follow up with additional information.

4. Be flexible

Matching your conversational style is a key way to make people feel at ease. Staff should be able to read the situation and communicate with potential clients. Do they prefer to chat a bit before closing the deal? It is important to match the speed and energy level of customers to build rapport with them. This will make them feel that you are a part of their lives.

5. Give genuine compliments

While sycophant’s are not appreciated, genuine compliments can make a difference. You can compliment the buyer’s office, the website or the books on the wall if you like it. Relay your genuine congratulations if the buyer has just achieved something.

6. You can either have a plan ready or you can build it together.

If you are lucky enough, you may already have a plan in place to take on a new client. Sometimes, it may take a little longer.

Make a plan with your client in these situations. A well-organised call should be used to establish clear and tangible goals that will guide you in the right direction. After the initial conversation, set up a follow-up call to keep track of progress and help you reach your goals. It is important to establish a rapport with your customer, whether they are current or new.

7. Do not start a conversation about the weather.

You may feel uncomfortable talking to a client that you know.

It’s possible that you are in a similar job situation. Perhaps they are dealing with burnout or trying to make the most of their commute. You can show genuine interest in sharing tips and articles on similar topics.

8. Send them helpful content.

To share something with your client, you don’t need to wait for your scheduled phone call or meeting. Keep an eye on their lives and send them relevant news articles, podcasts or other content.

Last Thoughts

Engagement with customers is key to your business’ success. Customer service and support teams are crucial to customer retention, loyalty, and encouraging customer reviews that leads to new customers. These factors are just as important for small businesses as those of larger organisations.

It is possible to build a relationship with customers, which can help you answer any questions, resolve any complaints, and close a sale. This makes the customer feel valued and heard.

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