Building Rapport

What is the definition of rapport?

• A harmonious relationship

• A type of report

• A disagreement

• A formal meeting

What are some ways to treat your customers as valued members of your professional circle?

• Offer personalised services

• Ignore their feedback

• Provide generic solutions

• Delay responses to their inquiries

Why is it important to be yourself and have a positive attitude when building rapport?

• It helps in creating genuine connections.

• It makes you appear more professional.

• It allows you to control the conversation.

• It ensures you are always right.

Being adaptable can help in building rapport with others by:

• Allowing you to adjust to different personalities and situations

• Making you more rigid in your approach

• Reducing your ability to communicate effectively

• Limiting your understanding of others

Being warm and friendly is important in building rapport because:

• It helps to create a positive and welcoming environment.

• It ensures that all interactions are strictly professional.

• It allows for more efficient task completion.

• It reduces the need for communication.

Showing interest helps in building rapport by:

• Demonstrating empathy and understanding

• Creating a barrier in communication

• Focusing solely on personal achievements

• Ignoring the other person's perspective

Giving genuine compliments is effective in building rapport because:

• It boosts the recipient's self-esteem.

• It creates a sense of obligation.

• It distracts from the main topic.

• It is a form of manipulation.

Why is it important for customer service practitioners to take ownership of a customer's problem?

• It helps in building trust and credibility with the customer.

• It allows the customer service team to avoid responsibility.

• It reduces the need for customer feedback.

• It ensures that the customer service team can work independently.

What is one result of taking ownership of a customer's query or problem?

• Customer feels ignored

• Customer feels valued

• Customer feels confused

• Customer feels neglected

Taking ownership of a customer's query or problem makes the customer feel ____.

• listened to

• ignored

• confused

• frustrated