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
Suitability - Who should attend?
Ideal For
You work with customers in a customer services role or want to develop your skills in this area.
Outcome / Qualification etc.
Certification in Building Rapport in Customer Service
Training Course 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.
Why choose Chart Learning Solutions
More than 1,5 million minutes of learning in 2022
35 Certified Chart Coaches globally
30 years experience in Soft Skills development
Reviews
Average rating 4.9
"I appreciated the opportunity to connect with other learners through the online forums and discussion boards."
The instructor was knowledgeable and approachable.
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Chart Learning Solutions
Chart Learning Solutions have created a wide range of training options in order to assist organisations in the development of high-performing managers, leaders, customer service providers, and sales executives. They have created an online learning methodology that increases performance and...
"I learned how to build effective relationships with colleagues and clients through this course."