7 Tips for Building Rapport with Customers

By Dianna Booher

To create a positive relationship with customers, you want them to feel comfortable with you. Here are some ways to quickly establish good rapport with your customer.

Create a Positive Impression with Body Language
A smile and relaxed, open body position is an invitation to your customer to approach you for help. Scowls, frowns, and folded arms create boundaries with people. Even if you're talking with the customer by phone, your body language plays an important part in the message you deliver. Your tone mirrors your posture.

Avoid a Condescending, Haughty, Impatient, or Irritated Tone
Stay away from any "judging" tones. Keep your voice and words friendly and assertive, yet empathetic when appropriate. "Thank you, Mr. Jones, for waiting. Please give me your I.D. number, and I'll pull your file immediately. I understand that you need to get this matter taken care of today.”

Inject Energy and Enthusiasm into Your Interaction
You can do this by varying voice tone and rate of speech, as well as by using active body language. Show that you care and that the customer is your number one concern.

Use the Customer's Name to Personalize Service
Everyone likes to hear his or her name. When you call a customer by name, you add that personal touch to your service. However, you don't want to address a customer by "Honey," "Sweetie," or some other inappropriate nickname.

Frame the Positive Approach
In addition to choosing positive words, remember to express your message in a positive way. Say "The customer service desk will be happy to approve your check for payment at any register," rather than "I can't take this check at my register. You have to go to customer service to get it approved."

Be Clear and Specific
Vagueness in communication causes misunderstandings. Commonly used vague terms include “as soon as possible” and “at your earliest convenience.” Your customer deserves specific information.

Keep Your Promises
Vagueness in communication causes misunderstandings. Commonly used vague terms include “as soon as possible” and “at your earliest convenience.” Your customer deserves specific information.

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Dianna Booher works with organizations to increase their productivity and effectiveness through better oral, written, interpersonal, and cross-functional communication. She is a keynote speaker and the author of more than 40 books (22 on communication) including The Voice of Authority, Booher's Rules of Business Grammar, Speak with Confidence, and Communicate with Confidence. Dianna is CEO of Booher Consultants, a communication training firm offering programs in presentations skills, business writing, and interpersonal communication. Successful Meetings Magazine named her to its list of “21 Top Speakers for the 21st Century.” Executive Excellence Publishing also named Dianna to its “Top 100 Thought Leaders” and “Top 100 Minds on Personal Development.” www.booher.com or call 800.342.6621.

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