How to Build Rapport and Win Respect
Each customer interaction we have in the customer service group is an opportunity to refresh our clients and further ingrain them into their solutions. Building rapport with our Authorized Service Administrators is essential in fostering a productive relationship throughout the client lifecycle. Rapport is one of the most important characteristics of unconscious human interaction. When you effectively establish rapport with your client, they will be much more comfortable and feel as though they are on the same wavelength with you. This connection is a direct result of you winning their respect and building trust. There are a few fairly basic things you can do to start building the relationship and get customers on your side quickly. First, always remain respectfully quiet when a client addresses you. After actively listening to their needs, make sure you show empathy to their situation. Avoid negative words and always use positive phrasing. “I am the right person to talk to,”"I can help you” and “You have reached the right person” are some excellent examples. Always look for solutions to the client’s question or issue. In your communications, be sure to focus on the solution and NOT the problem. We don’t do ourselves any favors in the rapport-building game when we focus on the problem and end up alienating the customer. An easy way you keep yourself in check is to focus on communicating “I” messages over “You” messages. “You” messages are used to give blame and put down while “I” messages share feelings and assert responsibility.
Here is a great exercise to get your mind thinking about the differences between “You” and “I” messages: Read the following “You” messages and consider what you think would be the best way to turn the message into an “I” message.
“You” Messsages:
“You forgot your PIN Number” -> ?
“You didn’t fill out the form right” -> ?
“You didn’t send your payment on time” -> ?
Give it a try. Just saying them in your head shows you how much more pleasant the message becomes to the client when using an “I” message.
Lastly, always read and listen between the lines. Find out what they are trying to achieve and make sure you get down to their underlying aim rather than just what they say. Never forget the presupposition that says a person always makes the best choice they can, given their map of the world.
Remember: Every customer, every time.
