What is customer rapport?

Customer rapport is established between the service provider and the customer, which involves building trust and connections by communicating and interacting. Building rapport helps create a conducive setting for an ongoing business relationship. 

After building rapport, the customer feels valued and a sense of support throughout the interaction.

Why is customer rapport important?

Customer rapport is important for several reasons:

1. Trust and loyalty
2. Enhanced communication
3. Better customer satisfaction
4. Competitive advantage

1. Trust and loyalty: Trust and credibility can be built with the customers to feel a connection with the business, they are more likely to trust recommendations and remain loyal.
2. Enhanced communication: When a customer is engaged and feels comfortable and connected with the service provider they are more likely to express their pain points and concerns , this allows the business to provide a tailored solution.
3. Better customer satisfaction: Satisfied customers are more likely to be repeat customers and satisfied with the service and overall experience.
4. Competitive advantage: In the competitive market, it is essential to build rapport and gain trust of the customers. Customers are likely to choose businesses with better and positive rapport. So building relationships can give a competitive edge and attract customers.

How do you build rapport with angry customers?

Key strategies to help build rapport with angry customers:

1. Stay calm and composed
2. Active listening
3. Empathize
4. Apologize sincerely
5. Use solution- oriented approach
6. Engage in clear communication
7. Offer personalized assistance
8. Follow up

1. Stay calm and composed: It is necessary to stay calm and composed when dealing with angry customers, as they take their frustrations out. Your motive is to resolve the issue calmly and try to de- escalate the situation.
2. Active listening: The customer wants to be heard, and this can be done during the initial conversation, allowing them to express their issues and be an active listener.
3. Empathize: Acknowledge the customer's feeling and frustrations by using certain phrases such as “I would feel the same way”, this allows the customer to feel validated.
4. Apologize sincerely: Offering the customer a genuine apology for the inconvenience caused, even if the fault isn’t yours, this allows the customer to believe that business will help them resolve the issue.
5. Use solution- oriented approach: Be proactive to find appropriate solutions to address the issue promptly. If necessary, service providers should ask for assistance from supervisors.
6. Engage in clear communication: Engaging in clear and transparent communication helps in building trust and ensures the customers with better experiences.
7. Offer personalized assistance: Offer customers with personalized and tailored services for better experiences which helps them to resolve the problem and de- escalate the situation.
8. Follow up: After the issue has been resolved, follow up with the customer to ensure their level of satisfaction, which fosters strong relationships.