Track Training Tips No. 23.

11 Steps to Building Rapport.


Ever wondered why your internal communications are feeling a little strained?

Can’t understand why satisfaction levels form Customer Service surveys are going down hill?

Well, it may be that your teams are lacking in rapport building skills. This is extremely relevant for all areas of Customer Service, whether you are talking to Internal or External customers. It is also important for managers and leaders when you communicate with your staff.

The Key Steps:

  1. Remember to SMILE – however challenging that may be!
  2. Find out the other persons correct Name, remember it, use it.
  3. Look for areas of Common Ground (don’t labour the differences).
  4. Give people a good Active Listening to.
  5. Be interested in the things that other people are interested in.
  6. Listen to other peoples suggestions and implement them wherever you can.
  7. Model their verbal language and mirror the Body Language.
  8. Remember that ‘Please’, ‘Thank You’ and ‘Well Done’ are free to use and infinitely reusable.
  9. Don’t Interrupt and don’t make Assumptions.
  10. Maintain Confidentiality at all times.
  11. Demonstrate Empathy (not just sympathy) where you can.

Links to workshops:

Communicating With Confidence

Customer Service Skills

For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – 


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