Personalizing Service

What is getting in the way of Building Rapport with the customer?

Building trust by taking interest in the customer is an example of _______?

• Empathy

• Professionalism

• Establishing Rapport

• Acknowledgement

_________ : Understanding the customer's situation / feelings, find ways to put them at ease and taking responsibility if Grainger made a mistake.

What is getting in the way of incorporating empathy with each of our calls?

When speaking with a customer and you hear a dog barking in the background - a possible way to build rapport with the customer would be to :

• Ignore the dog and push through the call to make sure we can get the customer taken care of ASAP.

• Ask what type of dog the customer has.

• Tell the customer about your dogs and their favorite activity to do with you.

**MULTIPLE ANSWER QUESTION**

A customer calls in stating that they received an item but it did not have all the parts needing to build it properly and they don't know what to do in order to fix the situation - what do you do?

• Apologize for the inconvenience

• let them know what we CAN DO to put them at ease

• Let them know we understand their request

• Just send out a new item for the customer.

When is it appropriate for you to attempt to build rapport with the customer?

• Right after you ask their name

• At anytime throughout the call

• Only if the customer starts small talk first.

• Keep it strictly business. We want our customers to get on and off the phone within a couple of minutes.

A customer calls in extremely upset & initially states that he does not want to small talk & is in a rush... How can you still build rapport with the customer?

• Let him know we have to personalize all of our calls so you would appreciate his cooperation.

• Say okay and process his request.

• Ask him how is day is anyways.

• Empathize with the customer - let him know you will take care of his request asap so he can get back to the rest of his day.

**MULTIPLE ANSWER QUESTION**

Building Rapport is important because??

• It isn't important - its just something else that we need to do.

• We are creating a connection with the customer.

• Letting them know they are not just a number to us.

• No one likes being 100% transactional and just feeling like we are checking items off of our list of to do's

Customer: Yeah, I'm working on a big project I'm renovating my whole house.

TM: oh really?! that's pretty cool!

Customer: yeah, it's a pretty old house, so lots of work to do!

TM: Yeah I bet! So with regard to your order status, the item is expected to deliver by end of day!

Who built the rapport in this example?

• There was no rapport in this example

• rapport? what's that?

• the team member

• the customer