Building Rapport

hi welcome back in this section we're
going to look at different ways you can
build rapport with your customers
we'll talk about the power of first
impressions purposeful small talk
your voice eye contact facial
expressions
and body language we'll cover various
effective techniques that'll help you
connect
and build trust with your customers the
truth is
when customers like you they're much
easier to work with
as you've probably noticed in your daily
communication building report
happens easily with some people but it
can be more challenging with others
here's an interesting fact body language
accounts for over 60
of our communication no matter what type
of activity you're doing your body is
saying a lot about you
people can pick up on cues even from
minor things like subtle facial
expressions
the way you move and even the way your
feet are pointing
the way you act influences how your
customers feel about interacting with
you
and it'll affect how well you do your
job and the kind of feedback that you
receive
knowing this you can control what you do
and use it to your advantage when you're
communicating with customers
let's look at some techniques that you
can use that appeal to a wide range of
people
how long do you think it takes to form a
first impression
well there's a lot of research and
different opinions on this some believe
it only takes a few seconds
some studies say 7 seconds while other
research states 30.
whatever study you choose to follow the
most important point is to remember is
that the first impressions happen
quickly
they make a difference and their effect
is long lasting
so what happens when you see someone for
the first time
let's say you notice someone walking
across the street you immediately start
taking in and processing information
about them based on your first
observations
you might notice their appearance what
they're wearing and their body language
and subconsciously your mind starts to
make decisions about that person
within just seconds you'll have an
opinion of what that person is like
just based on your initial observations
any additional information you learn
about them
later will be filtered through your
first impression that you've already
formed in your mind
so that's why first impressions play a
crucial role in building rapport
because it's important to make a
positive first impression with your
customers
why not make the most out of the
situation these few seconds are super
important
so let's look at two main things that
play a role in your first impressions
first of all your appearance matters if
your customers can see you
whether that's in person or on video
make sure that your appearance
sends the message that you want ask
yourself who is your audience and what
image do you want to project
and based on that choose clothes colors
and a personal style that create that
image
for example wearing a dark blue suit
helps a well-groomed business person
convey confidence and authority during
an important meeting
your choice of clothing will vary
greatly based on many factors
including your industry company dress
code culture and so on
so the takeaway here is to think about
what message you want to send out
and make decisions based on what would
be appropriate for that
whatever you choose your goal should be
to send send out a message that you're
confident
professional and that you could be
trusted by your customers
second your body language and facial
expressions need to match the image that
you created
if you're slouching avoiding eye contact
and looking down on the ground
your body language sends a message to
your customer that you're unsure of what
you're doing
and they will question whether they can
really trust you if you want to look
confident you'll have to adopt a
confident looking posture
when you smile show eye contact and keep
your head up
your body language will send a signal
that you're someone who knows what
they're doing
and that your customers can trust what
you say as an exercise
next time you see someone crossing the
street pay attention to their appearance
and their body language
and how quickly you form your first
impression of them just based on those
few factors
using this knowledge you can make the
most of those first few seconds
to create a positive first impression
for your customers
building rapport is essential to
providing good service the first step is
by simply starting a conversation
some people are natural
conversationalists but don't worry that
doesn't come naturally to you
in this lecture i'm going to share five
tips that will help you master the art
of purposeful small talk
in fact purposeful small talk comes with
many benefits
it makes the customers feel comfortable
by getting them a chance to talk about
themselves
it also reduces your customers
perception of wait time by filling dead
air while they're waiting for you to
look up some information
or while they're on hold for example if
you're on the phone processing a
transaction
that requires some time purposeful small
talk will make this time pass faster
and will keep your customer happy while
they wait by asking the right questions
small talk can actually provide you with
more background information
about the situation you will be able to
resolve the issue faster
and still engage with the customer as a
result
you're helping to fix the problem while
helping the customer feel good about
your conversation
it's a win-win for everyone so the
question is how exactly do you do that
first of all to initiate purposeful
small talk ask questions related to the
issue at hand
although there is nothing technically
wrong with asking about the weather it
won't give you any valuable information
to resolve the issue
don't confuse small talk with random
chit chat which actually doesn't bring
much value
the goal of small talk is not to ask
random questions
focus on questions that will help to
reach the customer's goals
the best questions will help you to
learn more about your customers needs
and their preferences
think about why this customer reached
out to you in the first place
and keep this conversation focused on
finding a solution and ask open-ended
questions that will help you
better understand what's going on so you
can help them faster
most importantly whenever you ask a
question make sure that you're paying
attention to their answer
if you're asking someone how they're
doing and they share that they're not
having a great date
be prepared to empathize to show them
that you're actually listening and care
about what they have to say
tip number two when you're interacting
with customers
talk the way you talk in real life so
you don't come off sounding too
inauthentic or too robotic for example
when you bump into someone on the street
you probably wouldn't say please accept
my apologies for this inconvenience
right that sounds slightly awkward you
would probably say
i'm sorry about that which sounds much
more natural and approachable
tip number three remember to use
language and vocabulary so your
customers can easily understand you
avoid using really technical words or
fancy industry terminology that might
confuse or intimidate them
remember that the average customer is
not going to be an expert on your
product
using terms that customers don't
understand could actually leave them
feeling
even more frustrated instead keep things
simple
to keep communication clear it's
important to remember that even though
you know the product and your industry
the customer might be completely new to
it
in this case using simple vocabulary and
providing step-by-step instructions
can make a big difference if you need to
provide instructions when communicating
online
think of what visuals can help to
explain the message
this might be helpful if you add
screenshots photos
how-to videos just to show the customers
how to use the product and
to resolve their issues tip number four
build relationships with your customers
purposeful small attack and clear
communication helps you build a
relationship with your customers
in fact customer support is a lot like
dating usually you don't go on one date
and then get married the next day
although there are stories like that
that do exist but in most cases you have
to take the time
to build a relationship and to keep it
going so
when you end the conversation with let
us know if you have any other questions
you're closing the conversation instead
ask more open-ended questions to build
the relationship with the customer for
example you can ask if the solution
helped them resolve the issue
and what else you can do to assist them
although the difference is very subtle
this shows the customer that you're
willing to offer your support
when you say that you're confirming that
you've helped to resolve their issue and
the customer doesn't leave conversation
without any other questions
and tip number five be genuine
purposeful small talk is great but with
some customers it feels more natural
than with others if it doesn't go as
smoothly as you hoped don't worry the
most important thing is that you do your
best and make the customer feel happy
at the end of the day your customers
won't remember what went wrong
but they will remember how you treated
them simply by being genuine
you're showing them that you care and
you're doing your best to help
just like any skill purposeful small
talk requires some time and practice
try applying these tips and see how much
easier it will be to connect with your
customers and
to resolve their issues one of the most
effective techniques
is communicating your positive message
with your tone of voice
to sound friendly and positive use a
slightly higher pitch
and remember to smile when you're
talking although it sounds very simple
these things will help you sound more
positive and dynamic
this applies to both in-person and phone
communication
the good news is that you don't need to
try really hard to sound overly friendly
or polite
in fact trying too hard can come off
sounding sarcastic
or even condescending to some people the
key is to speak using your natural voice
as much as possible
and try to find a balance between
sounding both professional and friendly
at the same time
your tone of voice will show customers
that you're approachable and confident
in what you're doing
when helping customers in person or over
the phone you want to
make the experience feel as personalized
as possible so don't be afraid to show
your personality
that's perfectly fine as long as you
maintain a sense of professionalism
after all it is a regular conversation
and not a sales presentation
this will make you appear more relatable
to your customers and
they will also be more willing to listen
to your advice
and accept the solutions that you're
proposing also depending on the inquiry
you'll need to adapt your tone of voice
to match the situation
pay attention to the customer's emotions
and their tone when they're
communicating with you
for example if they're upset and had a
negative experience with your company
choose words and tone of voice to show
your sympathy
in this case speaking in a low and
understanding voice will reassure
customers that you understand their
situation
and that you're going to do everything
you can to resolve the issue
when it comes to written communication
your tone is just as important
a study published in the journal of
neuroscience suggests that when we read
we trigger an inner voice in our brains
this voice
reads the words on the page as if we
were actually hearing someone say them
for example imagine that you're reading
a fiction book and the characters are
speaking to each other
when you read their dialogue in your
head thanks to your imagination you can
actually
almost hear their voices in your mind
the same thing happens when a customer
receives an email from you
in their mind they're assigning a voice
and tone to your message
this means that you need to be careful
about how you phrase yourself
so you come off sounding professional
and friendly in your writing
no matter what it is that you're saying
your voice reveals how you feel
one of the biggest challenges of finding
the best tone is that there is no right
answer for what works every single time
it depends on you your company your
customers and the scenario
with practice you'll develop the ability
to read your customers tone and mood
and respond in a way that's appropriate
in that situation your body language is
just as important even when customers
can't see you
like when you're speaking on the phone
writing an email or even chatting online
it influences how warm and friendly your
tone of voice sounds
even in a written message if you're
sitting watch your posture to make sure
that you feel comfortable and that
you're sitting upright
it helps you to stay focused if your
body is pointing in the direction of the
phone or the computer screen
to make this feel more natural imagine
that you're actually having a
conversation with the customer and
they're right in front of you
it's hard to sound warm and friendly if
your body language doesn't match
what you're saying every single
interaction you have with a customer
is an opportunity to learn and improve
remember
your voice is a powerful tool in
communication if the customers like the
way you communicate
they will perceive you as knowledgeable
as someone they can trust
a smile and eye contact play an
important role in building rapport with
your customers
people will be drawn to you if they see
you as being positive and approachable
a smile will make you instantly appear
more welcoming
just make sure that it is genuine people
will notice when your smile looks
forced instead let it come naturally if
the customer says something funny
it'll probably make you smile or laugh
in a response when you smile in your
interactions
you will increase the number of people
who feel happy about your service
smiling also has a direct effect on your
voice body language and your eye
contact as much as you listen with your
ears
you should also listen with your eyes as
funny as that sounds
your eyes are actually key when it comes
to effective listening
when you naturally look someone in the
eyes you are showing
that you are confident attentive and
sincere
when people avoid eye contact others
might perceive them as shy
distracted or even dishonest maintaining
eye contact during interaction
shows customers they are important and
that you value whatever they have to say
it doesn't mean that you should stare at
them without blinking
that would be quite hard to do and would
probably make them feel uncomfortable
so make it easy and just keep it natural
here's something important to remember
about eye contact
while eye contact is a universal method
of communication its meaning can be
interpreted in different ways
all over the world it can vary across
different cultures and that's something
you need to be aware of when you're
working with a multicultural audience
in most of north america and western
europe eye contact is normally viewed as
appropriate and polite
on the other hand in some regions and
cultures prolonged eye contact
can be seen as disrespectful aggressive
or even a challenge of authority
brief eye contact is more common but it
is important not to stir a lock eyes for
too long
so if you're working with people from
different backgrounds be aware of these
cultural differences
watch their body language to make sure
that they feel comfortable communicating
with you
and adjust your eye contact if it's
necessary
when it comes to your posture an open
body stance means that your hands and
legs are
uncrossed and by the side of your body
in other words
they're not folded across your chest or
hiding inside your pockets
they should be free of any barrier this
creates a welcoming environment for your
customers
and shows them that you're honest and
willing to help your posture helps to
create a positive impression and
improve the customer's attitude towards
you on that note
here is some fun trivia did you know
that a person's feet
reveal a lot about their emotions
usually we don't pay attention to
someone's feet when we're talking to
them just because we're focused on the
upper body
but the feet reveal a lot of information
about how that person is feeling
for example when customers are bored
anxious or stressed
their feet can actually reveal these
emotions
for instance if you're talking with
someone and you notice that their feet
are pointing towards the exit
this might indicate that they are ready
to end the conversation and leave
on the other hand when their feet are
pointed towards you it means that the
customer is engaged
and interested in what you have to say
of course
this doesn't mean staring down at the
feet is a good idea
but by simply having this knowledge you
will be able to
better assess your customers emotional
state also let's talk about personal
space and communication
when you're interacting with people in
person keep a respectable distance
between yourself
and give them enough personal space i'm
referring to the physical space around
us that makes us feel comfortable and
safe in our surroundings
when you get too close to someone that
could make them feel uncomfortable
and anxious if that happens people would
react by backing away
or ending the interaction in north
america a distance of about a meter
is considered suitable it's not too
close or too distant either
so pay close attention to the customer's
body language and
use your own judgment if you need to
give them a bit more space
this will show your customer that you
respect them and
want to make sure that they feel at ease
interacting with you
have you ever noticed that when people
are bored or uncomfortable they start to
fidget
pay attention to your body language to
make sure that you're not fidgeting when
you're interacting with your customers
fidgeting shows them that you're
restless that there are too many other
activities going on in your head
it can also be distracting or look like
you're waiting to end your conversation
when you are still customers see that
you're focused on communicating with
them
to do this avoid any unnecessary
movements that may be distracting you
and the customer
for example when you are speaking to
someone try not to sway
from side to side avoid glancing at your
watch
playing with your hands or tapping a pen
on the table
these kinds of distractions can make the
customer feel frustrated
as they'll see you're not fully focused
on them they might also get the
impression that you look nervous or
unprepared
so to look professional cut off any
distracting habits in your communication
to do this start paying attention to
your body language
what are you doing when you're
communicating with someone simply by
being aware of your actions
you'll be able to pinpoint any
unnecessary movements that need to be
removed
you can ask your family or peers to
watch you and give you feedback
or you can even record yourself talking
on video
so you might be surprised by what you
actually find if you catch yourself
resist the temptation to fidget and
you'll notice how much better you will
be at communicating
if you find that you fidget a lot with
your hands there are a couple of things
you can do
either you can gently clasp them
together when listening to someone
or use them to enhance your
conversations instead
in the next lecture we'll be covering
how hand gestures actually
improve your communication so by making
subtle gestures when you with your hands
instead of fidgeting
you'll come across much more confident
and dynamic
also things like caffeine and sugar can
make people feel jittery and restless
if you find that makes you fidget
because you can't sit still try cutting
down on those and see that hooks
so in summary if you catch yourself
fidgeting stop and return your focus
to what's happening in that moment
listen with your eyes
take in all the information the customer
is sharing with you both from their
words and their body language
when you give customers your full
attention this leads to better
conversations
and more satisfied customers it's all
mind over matter
remember these tips so you can use your
body language to improve your
communication with your customers
unlike fidgeting making conscious use of
hand gestures will help you express
yourself easier here's an interesting
study done by the university of
gothenburg on the topic of hand gestures
they tested three groups of subjects
each one was asked to speak under
different conditions
the first group had both of their hands
immobilized
in the second group people had one hand
immobilized
and the third group was able to use hand
gestures freely
so what they found was that when hand
gestures were restricted
people's language fluency decreased this
actually made it more difficult for the
speakers to find the right words in
conversation
which also affected their fluency using
gestures is natural to us
and we do it all the time in our daily
interactions what you can do in customer
service
is make the use of hand gestures more
meaningful use your hands to describe or
emphasize things for instance
if you're talking about something
circular around you can use your hands
to describe the shape
or when you're discussing an increase or
a decrease in pricing you can slowly
raise your arm or lower it down
to get your point across using gestures
will help you communicate more
effectively
and it'll also show customers that
you're confident and passionate about
what you're saying
mirroring the customer's body language
choice of words and tone
is a great way to establish a port
that's actually
something we already do every day
without realizing as we interact with
people
and you can get better at it by using
the following strategies
for example if a customer talks slowly
and in a soft voice
and you naturally speak very fast try
slowing down and speaking quieter to
match their tempo
simply making that change and speaking
at the same pace and volume as your
customer
can make a huge difference to help you
connect with them they'll actually feel
more connected and will understand you
better
on the other hand if they speak fast and
loud
increase your volume and speed up to
match the way they talk
matching base of volume is easy and much
less obvious than actually imitating
someone's physical actions
also if you notice the customer tends to
use certain words use that vocabulary in
your response
marketers do it all the time they use
customer language and ads and
copywriting to connect their audience to
sell products
the customer will just feel like you're
speaking their language
and as a result they will gravitate
towards you if you speak
in their terms as a result they'll feel
like that you have lost in common and
that you understand what they have to
say
one final word of caution when you
mirror others make sure that you're only
mirroring positive body language
avoid negative behavior like blocking
communication with your arms folded
or looking away in conversation all of
these moves can be really distracting
so try it out and see how it goes next
time you're interacting with someone
it works wonders for building
connections