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I n today’s competitive business climate, establishing rapport with your customers can mean the difference between a highly successful business and a failing organization. One of the first ways to establish rapport is by projecting a positive image. Rapport is also based on using welcoming words, respecting a customer’s unique diversity, considering another’s perspective, and practicing active listening. Building rapport results in customer satisfaction, business growth, and a positive work environment. It’s a win-win situation for everyone. This course, Developing Rapport with Customers, will focus on the quintessential skills for developing a positive and effective relationship with your customers.

After completing Developing Rapport with Customers, participants will:

• Incorporate ways to create a great first impression;
• Project a positive attitude;
• Avoid customer service taboos;
• Develop rapport with customers;
• Practice active listening skills;
• Respect cultural diversity; and
• Use welcoming behaviors.

Developing Rapport with Customers utilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course.  A Certificate of Completion will be awarded.

Developing Rapport with Customersis designed for customer service representatives as well as all front-line employees who want to satisfy customers’ needs and establish a positive relationship with their customers.

 

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

 

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39