How do you build rapport with your customers? What are the best ways to make a personal connection and keep them coming back for more?
Establishing a rapport with your customers helps create a trusting relationship, leading to more sales, repeat business, and referrals.
Many people struggle with this, but it doesn’t have to be that way. You can take steps now to learn how to establish a bond with your customers quickly. In this blog post, we will show you different techniques to win customer trust face-to-face, over the phone, email, or chat!
How to build rapport with customers over the phone
Building rapport over the phone is an essential skill for customer-facing professionals. Since you can’t see someone’s body language or facial expressions, it’s important to use other methods to get to know your customer.
Here are a few tips:
Show genuine interest in your customers
People love to talk about themselves, so asking questions is a great way to start building rapport. Ask them about themselves and show genuine interest in their answers.
Not only will this help you learn more about your customer, but it will also make them feel appreciated and important. Asking the right questions can also show that you’re knowledgeable about the product or service you’re providing.
Here’s a list of 20+ probing questions you can ask your customers. Check out this audio tutorial!
Use active listening techniques
When listening, be sure to use active listening techniques such as showing empathy, paraphrasing, and repeating back what the customer has said. This will help you ensure you understand their point of view, and it will also make the customer feel you’re listening to them.
Ask questions that will help you get a better understanding of how well things have been working for them, such as:
- “How do you like using our service?”
- “Where would we be able to improve?
- “What has worked really well for you in this project/job?”
These kinds of questions show that not only are you interested in what they think about their experience so far but that you also care enough to take action on it.
Customers will appreciate your genuine effort and feel valued by how much time and attention went into trying to make sure everything works out perfectly for them.
Always stay positive
Lastly, be sure to have a positive attitude and make your customer feel good about your interaction! No one wants to speak to someone who sounds negative or disgruntled.
You can show how positive you are by saying things like, “I’m glad to hear that! I have some great news for you.”
Or, if there is an issue or problem, say how confident and capable you feel about resolving it together with them: “Don’t worry; we’ll figure this out. Let me get my team in on the conversation so they can help us work through this. In the meantime, let’s set up a time when we will be able to talk tomorrow morning again.”
How to build rapport with customers face-to-face
As mentioned earlier, it is important to focus on how people feel when they first meet someone new. Here are a few tips for how to quickly create a friendly connection!
Show eye contact
When greeting someone for the first time, look them directly in their eyes and smile! Studies show that looking at someone helps them retain more of what we said. This makes eye contact an incredibly effective way to make a good first impression.
Use open body language
Crossing your arms or legs can give the impression that you’re closed off. While using open body language such as leaning forward or having an open stance indicates that you’re interested in what the other person is saying.
Make purposeful small talk
To get to know someone, it’s important to engage in some purposeful small talk. This means asking open-ended questions and listening attentively to learn about the other person.
By following these tips, you can build rapport with your customers more quickly and easily.
Check out our audio tutorial to master the art of small talk in customer service!
How to build rapport with customers over email
Email can be a great way to connect with your customers, but it’s important to remember that the tone of your emails can be easily misinterpreted.
Here are a few tips for building rapport over email:
Start with a personal greeting
Avoid using generic greetings. Instead, start your email with a personalized greeting such as “Hi [customer’s first name].” This will help make them feel like you’re talking directly to them. Customers want to feel valued, and a generic greeting can make them feel like they’re just one of many people you interact with on a daily basis.
Be friendly and polite
Be sure to use polite language throughout your email and avoid being too pushy or cold. Remember, you want to build a rapport with this customer, not come across as someone trying to sell them something. Use friendly language that makes the customer feel valued and heard.
Make sure your emails are easy to read
Use an easy-to-read font to break up your paragraphs into small chunks. This will make it easier for the customer to read through your email and understand what you’re saying. Avoid using slang or technical industry jargon that might confuse your customers.
Also, remember to proofread your email for grammar and spelling mistakes before sending it! This might seem like an obvious tip, but how many times have you sent an email in a rush and realized later that you made a mistake? These mistakes can hurt how the customer feels about your company.
By following these tips, you can ensure that your emails come across as warm and friendly, helping to build a better rapport with your customers.
Using these techniques can create an open line of communication that will aid in problem-solving and ensuring customer satisfaction.
How to build rapport with customers over chat
In chats, how you write is just as important as how you speak. Building a personal connection quickly can be difficult when typing on your keyboard, but there are steps that you can take to help improve this process.
Use emojis (within reason)
Using emoticons can draw an emotional response from your customers. They show the person chatting with you how they should feel about what you’re saying.
In other words, emojis allow readers to empathize more easily by displaying emotions alongside their messages. However, don’t go overboard; it’s better to use too few than too many symbols!
Pay attention to punctuation
Be careful how you use punctuation. Using excessive amounts of exclamation points and question marks can give the impression that you are unprofessional or not confident about what you’re saying. Instead, try to use punctuation only when it’s necessary.
Use your communication skills to build rapport with customers
Rapport is key when it comes to customer service. By using your communication skills effectively and following these simple tips, you can make sure that your interactions are more personable, helping you to build a better rapport with your customers.