课程: Building Rapport with Customers
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Use rapport to disarm angry customers
When customers like you and feel like you're in their corner, they're more likely to let you fix their issue without going over your head and talking to a supervisor. Let's look at a scenario with an upset customer and see the impact of rapport on the outcome. First, we'll look at the conversation without rapport. I'll play the agent. "My package was supposed to arrive two days ago and it's still not here. What's going on?" "Let me check the status for you. It appears your package is delayed due to unforeseen circumstances. Please wait a few more days and call us back if you don't receive it by the end of the week." "I have to wait a few more days. This is ridiculous. I needed it today. I want to speak to a manager." Now, I answered the customer's question, but my response needed more empathy and it needed to be more specific. Let's flip the script and apply empathy. "I understand how important timely deliveries are. I'm here to help. May I have your name and order number, please, so…
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