What do you do if your interviewee struggles to build rapport with customers?

Assessing and enhancing interpersonal skills is crucial in the digital entrepreneurship landscape. Daniel Theander emphasizes the importance of building strong, trust-based relationships for business success. In a world where digital interactions often replace face-to-face meetings, the ability to connect and build rapport virtually becomes a key differentiator. Daniel's approach to fostering these skills among entrepreneurs not only helps in overcoming short-term challenges but also in achieving long-term goals, ensuring a journey that is both financially rewarding and personally fulfilling.

I’m a firm believer in trust but verify. From the interviewing process, I want examples of their work to be able show they understand the work that is required at my organization. From there, I want a role play scenario to see how they handle a few different situations. I’m documenting everything and at the end, will critique whatever needs to be addressed and praise what was good. After the feedback, I’m going to demonstrate a preferred method of handling the various situations to show them the expectation. More training will follow after the onboarding process but always screen people well in the beginning because having someone who is the wrong fit can be costly to any organization. Do your due diligence in verifying skills.

I would give tips such as be confident. Avoid words such as um or well. Maybe. Be direct. Pause when speaking and see how they are speaking and advise accordingly!

In the digital entrepreneurship realm, rapport-building isn't just a soft skill; it's a cornerstone of customer service that can significantly impact your business's bottom line. Training that emphasizes role-playing exercises and provides ample resources is crucial, especially for those who naturally struggle with this aspect. As someone who has navigated the complexities of international business and tax laws, I've seen firsthand how fostering strong customer relationships can open doors to global opportunities and lower tax burdens. Investing in comprehensive training programs is not just about improving interpersonal skills; it's about equipping your team to drive your business forward in the competitive digital marketplace.

Monitoring an interviewee's progress post-training is crucial in ensuring they can effectively build rapport with customers, a skill that's paramount in today's digital entrepreneurship landscape. As someone who has guided numerous entrepreneurs towards achieving both financial success and personal freedom, I've observed that continuous feedback and acknowledgment of progress not only enhance customer service skills but also boost the individual's confidence and adaptability in handling diverse customer personalities. This approach aligns perfectly with fostering a culture of growth and learning, essential for thriving in the dynamic digital business environment.

I put this messaging out to field managers and employees everyday! You can’t reach empathy however. Sometimes you have to pull it out of people. I remind them that we have all been on the receiving end of terrible customer service, don’t give it! We all know how we feel and think when we aren’t treated as we should be. It’s vital to put ourselves in the customers shoes if that were our issue, how would we want the CX employees to act or help us? This part isn’t hard to do and can really be a great tactic when it comes to channeling empathy. Always remember, you’re the face of your organization when you’re helping customers. Treat the company as if you’re the CEO and it’s your legacy.

Adaptability is an amazing tool. I have all my managers crossed to perform everyone’s job in the department. That way, if someone goes out, it softens the blow of not having that person whose main job it is there. In addition, they can provide support to each other and are less dependent on me as higher management because generally they can problem solve and trouble shoot without me needing the oversee them. In addition, my customers aren’t as affected by change either because they know they are dealing with well trained and motivated individuals who care about their needs and concerns.

Leveraging customer feedback is not just about addressing immediate concerns; it's a strategic tool for continuous improvement and innovation. In my experience, understanding and acting on customer feedback can significantly enhance your service offering. This approach aligns perfectly with the entrepreneurial journey, where adaptability and learning from feedback are crucial for growth. It's a powerful way to refine your business model, ensuring it remains responsive to customer needs and market changes. Remember, feedback is a gift that, if used wisely, can propel your business forward in the competitive digital landscape.