Course description
Building Rapport in Customer Service
Think of when you met someone for the first time. What was your impression? Good? Bad? Neutral? What we do or say in the first few minutes plays an important role in influencing the future success of that relationship. Good rapport is both conscious and unconscious. It strengthens relationships and makes them more enjoyable. Trust is a vital component to building rapport and we will guide you how to build trust and maintaining trust while delivering feedback. We have five Building Rapport courses available in this series that focus on greetings and introductions, business etiquette and customer care, building trust and respect, confidence in any situation, building positive relationships. Each course averages 15 minutes to complete with a post assessment included for each course. The Application Activity forms will allow the participant to apply the learnings in their own scenario and environment. This selection of courses is intended for executives, managers, Call centre staff, and customer facing people who want to improve their leadership abilities. This course can be delivered in two formats. Regardless of learning method, participants will be fully supported in their journey by Chart Learning Solutions’ network of partners.
Online
This option includes unlimited access to slide presentations, video lectures, interactive quizzes, and practical exercises. Participants in this course will also become part of a supportive student network.
Blended
The blended course options offers a mix of instructor-led and online training. This option is great for those who wish to combine online learning with more traditional classroom instruction.
Upcoming start dates
Who should attend?
Ideal For
You work with customers in a customer services role or want to develop your skills in this area.
Training content
We have five Building Rapport courses available in this series that focus on:
- Greetings and introductions
- Moments of Truth are “touch points” in time that a customer evaluates when giving you a service “score.” Apply our 10 tips for great greetings md introductions. Discover why it is important to choose your opening words selectively. We will show you how to strike the perfect balance between professionalism and “personalism”.
- Business etiquette and customer care
- Etiquette is a set of social behavioral requirements, created over time to give structure to the way to interpersonal rapport and manners are the core of etiquette. Discover the various behaviors involved in mastering manners and we will share the golden rule with you. Go above and beyond customer expectations by using the 6 F’s.
- Building trust and respect
- Trust is our confidence in the integrity, strength, and competence of someone to meet our expectations. Discover the four keys to building a professional “trust fund”. We will guide you how to deliver and receive feedback while maintain trust. Understand the behaviors that feed trust and those that starve trust.
- Confidence in any situation
- Confidence is a situational expectation of positive outcomes while developing strengths and managing weaknesses. We will help you to identify your strengths and four ways to develop them. Manage your weaknesses to get the job done right.
- Building positive relationships
- Confidence is a situational expectation of positive outcomes while developing strengths and managing weaknesses. We will help you to identify your strengths and four ways to develop them. Manage your weaknesses to get the job done right.
Costs
Request information using the form below for pricing.
Certification / Credits
Certification in Building Rapport in Customer Service
Why choose Chart Learning Solutions?
Chart Learning Solutions strives to help organizations and individuals apply the skills in their professional development. This ensures that individuals perform at optimal levels of productivity. Our innovative hybrid learning methodology will:
- Increase team and employee engagement
- Provide employee accountability
- Accelerate positive behavioural changes
- Improve skill competencies and levels of professionalism
- Promote positive cultural change
Reviews
Average rating 4.9
"I learned how to build effective relationships with colleagues and clients through this course."
"I appreciated the opportunity to connect with other learners through the online forums and discussion boards."
Contact this provider
Chart Learning Solutions
There's no denying that workplace demands are changing. It is essential that we develop, nurture, and continuously evolve our soft skills to make them the most valuable assets in our companies. Our purpose is to successfully change and enhance the...
This course has been a game-changer for my interactions with colleagues and clients. I've learned how to be more mindful of my communication style and how to build rapport with ...