课程: Building Rapport with Customers

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Pace your customers to build agreement and rapport

Pace your customers to build agreement and rapport

课程: Building Rapport with Customers

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Pace your customers to build agreement and rapport

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When I watch my daughter and her friends together, they tend to talk alike, using the same words and expressions and similar body language. What they're doing without even realizing it is pacing. Pacing mirrors your customer's verbal and nonverbal cues, emotional state, or communication style. In customer support, pacing does two things. First, it builds rapport. Pacing creates a connection by demonstrating that you're fully present and engaged. People who sense your attentiveness are more likely to open up, trust, and cooperate. Second, pacing reduces resistance. You can actually reduce your customer's resistance by aligning with their current emotional state. Remember when we talked about validation? Pacing is a form of validation that helps people work through or release negative feelings. But if a person feels rushed, misunderstood, or not listened to, they're likely to become even more defensive. Here are three ways you can pace your customers. Verbal pacing: And verbal pacing…

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