How can you build customer rapport that lasts?

1 Be human and authentic

One of the most important aspects of building customer rapport is to show your personality and humanity. Customers don't want to feel like they are talking to a robot or a script, they want to feel like they are talking to a real person who cares about them and their needs. To be human and authentic, you need to use your own voice, style, and tone, and avoid using jargon, clichés, or canned responses. You also need to be honest, transparent, and respectful, and admit your mistakes or limitations when necessary. By being human and authentic, you can create a rapport that is based on trust and credibility.

2 Listen actively and empathize

Another key aspect of building customer rapport is to listen actively and empathize with your customers. Listening actively means paying attention to what your customers are saying, asking relevant and open-ended questions, and summarizing or paraphrasing their main points to show that you understand them. Empathizing means showing that you care about their feelings, emotions, and frustrations, and acknowledging them without judging or dismissing them. You can use phrases like "I can see how that would be frustrating" or "I appreciate your patience" to express empathy. By listening actively and empathizing, you can create a rapport that is based on respect and compassion.

3 Personalize your interactions

A third aspect of building customer rapport is to personalize your interactions with your customers. Personalizing means using your customers' names, preferences, and history to make them feel valued and recognized. You can use tools like CRM software, chatbots, or email marketing to collect and use customer data to tailor your messages and offers to their needs and interests. You can also use small talk, humor, or compliments to add some warmth and friendliness to your conversations. By personalizing your interactions, you can create a rapport that is based on relevance and appreciation.

4 Follow up and follow through

A fourth aspect of building customer rapport is to follow up and follow through with your customers. Following up means checking in with your customers after you have resolved their issues or delivered your services, and asking for feedback, suggestions, or referrals. Following through means keeping your promises, meeting your deadlines, and updating your customers on the progress or status of their requests or orders. You can use tools like email, phone, or social media to follow up and follow through with your customers. By following up and following through, you can create a rapport that is based on loyalty and reliability.

5 Go the extra mile

A fifth aspect of building customer rapport is to go the extra mile for your customers. Going the extra mile means exceeding your customers' expectations, delivering more value than they paid for, and surprising them with something extra or unexpected. You can go the extra mile by offering discounts, freebies, upgrades, or referrals, by solving problems before they arise, or by sending thank-you notes, birthday wishes, or congratulations. By going the extra mile, you can create a rapport that is based on delight and gratitude.