09 August 2018

4 Easy and Effective Ways to Build Customer Rapport for an Effortless Client Experience

Written by Danielle Wong, Posted in Contact Center, ComputerTalk

4 Easy and Effective Ways to Build Customer Rapport for an Effortless Client Experience

Regardless of your role within an organization, rapport building is a key skill to help you foster relationships with others, especially customers. Customers expect an experience that makes them feel relieved that their problems are solved in a friendly and approachable manner, putting their minds at ease.

When customers have good experiences with your organization, there is a higher percentage that they will remain loyal to your company, remaining customers for the long-term. Studies have shown that higher customer satisfaction rates are correlated with reducing churn and increasing sales. You want to provide positive outcomes regardless of if you can or cannot solve their problems and alleviate the situation and built trust in your relationship.

According to Call Center Helper, building rapport is "about creating a common bond of trust, particularly over the phone, learn[ing] to empathize with your customers, hav[ing] a genuine interest in their situation and make[ing] them feel valued." By facilitating exceptional communications, you can help provide outstanding customer experiences. 

Building rapport isn’t solely for contact center agents or customer service representatives. It can be applied and utilized by anyone in a customer-facing role, or even among co-workers and employees. Rapport building can be applied to different job functions including sales, support, partnerships, customer success, and account management.

Here are four easy and effortless ways how you can build rapport:


  1. Use their name

    Don't treat customers like they’re just another person calling in. Provide a personalized experience and show that you remember and care for them. In How to Win Friends and Influence People, Dale Carnegie stresses the power of using a name. He writes, “A person’s name is to him or her the sweetest and most important sound in any language.” By doing so, others feel like they are being attended to and this helps them understand that you are actively listening to what they are saying.

  2. Use positive wording

    Although this may seem straightforward, it is easy to create a positive experience for customers by being aware of the words you use. If you are unsure of an answer to their question, rather than saying, “I don’t know,” you can change up your wording and say, “Let me take a look for you” or “I’m going to consult with a colleague.” This helps build credibility and shows your customers that you understand their challenges. Act like you know what you’re doing, even if you don’t have all the answers, and help them find a solution.

  3. Be an active listener

    Richard Branson once said, "Great listeners are often terrific at uncovering and putting in place strategies and plans that have a big impact." He believes that leaders who are active listeners will receive great results in return. In multiple reports and studies about leadership, active listening has been cited as a critical success factor. Being present in conversations and giving your undivided attention shows others that you are giving them respect and makes them feel valued.

  4. Show empathy

    When speaking with customers, it’s important to focus on the emotional side of the interaction. Think about creating a personal connection and understand their perspective. It’s important to be a good listener and recognize their emotions to build trust and give them reassurance with any problems they are facing. In order to do this, look at something from their standpoint to get a new perspective. This is how you can adjust your responses to the other person. If you are communicating with someone in person, watch their non-verbal communication – facial expressions, gestures, body language, and paralinguistics (tone of voice, loudness, pitch). This can help you adjust and react to their inquiries appropriately.


By building rapport with customers, you are playing a vital role in improving their experiences. A significant component of rapport building has to do with managing your emotional intelligence and interpersonal communication. In addition, there are technological resources and tools that can help with personalizing your customer service to amplify their experience.;

By integrating your contact center with your CRM, users are presented with relevant and detailed customer information. Through screen pops, they can provide fast, personalized, and consistent service with the information that's available (including account information, purchase history, and previous call details). This can help increase customer satisfaction and allow you to facilitate communication more effectively. By having this information, you can tailor messaging and conversations, build trust, and foster customer loyalty.

Serial entrepreneur and venture capitalist, David Skok writes, "The health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. To do this, they have to ensure that their customers are happy."

Overall, building rapport helps you provide enhanced customer experiences and strengthens your client relationships. In all, this illustrates a good brand image and results in services that customers will continue to return to.




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