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IGTC01CS - Building Rapport with Customers (EN)
01 - Introduction
01 - Does rapport really matter (1:45)
02 - 1. Simple Ways to Build Rapport with Customers
01 - Build rapport in six seconds or less (1:49)
02 - Acknowledge concern with customers (2:41)
03 - 2. Techniques for Maintaining Rapport
01 - Yield to customers (2:00)
02 - Pace customers (2:52)
03 - Speak in complete sentences with customers (2:10)
04 - 3. Building Rapport in Specific Situations
02 - Create rapport in a customer chat interaction (2:47)
01 - End customer interactions with a fond farewell (1:54)
03 - Create rapport in a customer email (2:38)
04 - Use rapport to disarm angry customers (2:02)
05 - Maintain rapport when delivering bad news to customers (3:01)
05 - Conclusion
01 - Start, stop, continue exercise (1:25)
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04 - Use rapport to disarm angry customers
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