Do you know how to build rapport between your customers and your agents? Organizations create rapport when their agents know how to:
1.allow customers to vent;
2.engage in active listening;
3.demonstrate a sense of urgency in problem resolution; and
4.convey a helpful, willing attitude.
Don’t downplay these soft skills thinking they do not have a lasting affect on lifetime value. Psychologists tell us that when people have rapport they are more forgiving of mistakes. And everyone makes mistakes.
