Trust and Rapport Building course

Trust and Rapport Building

Establishing trust and rapport is essential to building a working relationship with customers. Without it, problem solving, providing customer service and selling, become uphill battles. This module will introduce skills which help make trust and rapport building quick and easy with almost every customer.

Upon completion of this course you will be able to:

Understand the importance of establishing trust and rapport
Avoid sympathy and understand why it can cause mental exhaustion
Know how to use empathy productively
Learn to understand the situation (presenting problem) from the customer's perspective
Efficiently find common ground with customer to establish trust and rapport
Pace, mirror and match to quickly create a rapport with the customer
Communicate understanding of the situation from the customer's perspective to gain trust and the "right to be heard"
Know the three primary attitudes that block trust and rapport
Know how to counter trust and rapport blockers
Demonstrate that the first and last thing a customer will see and hear is a smile

Course Content

Definitions

Trust and rapport
Empathy and sympathy

Methods

Establishing common ground
pacing - speech, emotion, personality
Developing psychological truth

Rapport Blockers & Counter Blockers

Not caring - empathetic caring
Blaming - objective fact finding
Acting superior - problem solving

Course Length: 1 to 2 Hours

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