Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to build rapport with customers by paying close attention to their needs, connecting with them, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.
Building Rapport with Customers
recall how to demonstrate to customers that they have your full attention
recognize strategies for connecting with customers
identify strategies for being positive and friendly in customer service
recognize guidelines for empathizing with customers by relating your own experiences
identify how to show you understand customers' feelings by reflecting their emotions
recognize guidelines for normalizing customers' difficulties
recognize guidelines for building rapport with customers
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.