Building Rapport

Course information

Building good relationships with customers is key to providing unforgettable service experiences. Fostering and nurturing good relationships helps you have calmer and more enjoyable interactions and goes a long way in creating repeat business.

In this course, we explore techniques for building rapport. This includes the use of conversation, personalisation, body language and managing emotional reactions.

This course covers:

• The definition of rapport and five key tips to build rapport successfully
• How to personalise service to build rapport
• The do's and don'ts of good conversation
• Non-verbal cues of success in building rapport
• Personal characteristics to draw on when working to build rapport.

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