It’s been another scorching month here in the UK, with more heatwaves expected across the summer.
Still, we’ve been up and down the country, catching up with clients and providing tailored consultancy and CX training to help our customers truly stand out in their field.
You can read all about it in this month’s newsletter.
10 simple ways to build rapport
People buy people. Whether you’re dealing with customers, colleagues or prospects, building genuine rapport can make all the difference.
Rapport is about creating a relationship built on mutual trust and responsiveness. The good news? It doesn’t have to be complicated.
Here are 10 simple ways to build and maintain rapport:
1. Smile
Let your enthusiasm and positivity come across, even when you’re on the phone.
2. Use their name
Offer your own name, ask how they’d like to be addressed and make sure you pronounce it correctly.
3. Be genuinely interested
Listen for opportunities to make a more personal connection.
4. Respect personal space
Be aware of people’s boundaries and give them room to feel comfortable.
5. Ask good questions
Use open, conversational questions to understand their needs rather than making the conversation feel like an interrogation.
6. Really listen
Don’t just wait for your turn to speak. Show the other person that you’ve heard them.
7. Find common ground
Look for shared interests, experiences or perspectives that can help strengthen the connection.
8. Match their communication style
Pay attention to their pace, tone and language, and adapt your approach accordingly.
9. Be authentic
Rapport isn’t about pretending to be someone you’re not. Be natural, genuine and interested.
10. Keep the relationship going
Rapport isn’t built in one conversation. Follow up, remember the details and continue to show that you value the relationship.
Small things can make a big difference.
Because when people feel understood, listened to and valued, you’re already one step closer to creating a great Customer Experience.
Want more simple tips like this? Head to our Bitesize Training Tips video series.
Getting FIT with Veygo UK
We’re always proud to work with organisations that recognise their people as their most important asset and our work with Veygo is a brilliant example.
Veygo’s Brand Ambassadors within their Claims Operation are currently going through an exciting transformation, with a team of passionate leaders helping to drive the change from within.
We’re now halfway through the programme and it’s fantastic to see the team becoming increasingly confident, engaged and, of course, a little more FIT along the way!
A special thank you to Ian Edwards, Veygo’s Chief Operating Officer & Transformation Director, a long-standing supporter of FIT, whose continued trust and loyalty means so much to us.
We’re looking forward to seeing what the next stage of the journey brings as the team continues to show up, stand out and become the Purple Cow in their field.
And now, with cohort 1 having completed their Journey to Service Excellence training programme, they’re onto their 1:1 coaching sessions with our amazing Lead Consultant Dee, while I get going on supporting the next cohort to become Well FIT!
What does great Customer Service look like?
Sometimes, it’s simply being there when your customer needs you.
Take First Direct, the digital-first bank, for example.
Their approach combines digital convenience with access to real people, including 24/7 phone support and chat that can move from a chatbot to a human when needed.
It’s a simple principle that applies far beyond banking.
Customers don’t operate 9 to 5 (many of them work 9 to 5!), and they don’t always want to use the same channel. Great Customer Service makes it easy to get help in the way that suits them, while making sure there’s a human there when the situation calls for it.
Because it’s not about technology or people.
It’s about using technology to make support more accessible, while giving your people the skills and confidence to deliver the human moments that matter.
Read our piece on why great Customer Service isn’t just a nice-to-have.
Looking for a little inspiration?
We’ve recently updated our Success Blueprints to give you practical ideas, insights and inspiration to take your Customer Service from good to GREAT.
From developing your people to creating better customer conversations, each Blueprint is designed to help you take a fresh look at what you’re doing and find opportunities to do it even better.
No complicated theory. Just practical ideas from our 25+ years of helping organisations create better Customer Experiences.
Until next time
We hope you’ve enjoyed reading this month’s newsletter. Do let us know if you have any suggestions or ideas ahead of next month’s edition.
Thank you, as always, for being part of the FIT community.
Until next time – take care and keep FIT! 👋
