KEY FACTS - Rapport building

Key Fact: Handling customer emotion is often a key part of any customer service experience. Successful advisers are those who know which behaviours to use and when, in order to create a positive climate for the call.

• A little bit of social chat helps when customers are well known to the advisers, but has to be used appropriately.
• Empathy demonstrates understanding of customers’ feelings, but avoids advisers making negative comments about their own organisation.
• Sympathy and reassurance can also help, but sympathy needs to be used with care. If not it can sound like advisers are being negative about their own organisation and fellow team

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