Which approach helps build rapport with customers?

Building rapport with customers is essential for creating a positive service experience, and showing genuine interest in their concerns is the most effective way to do this. When representatives actively listen to customers and express care about their issues, it fosters a sense of trust and understanding. This approach encourages open communication, allowing customers to feel valued and heard.

In contrast, using formal language at all times can create a barrier, making interactions feel stiff and impersonal. Maintaining a detached demeanor can alienate customers, as it implies a lack of investment in their situation. Lastly, limiting interactions to necessary topics can come off as dismissive, hindering the development of a personal connection. Therefore, expressing genuine interest not only enhances customer satisfaction but also encourages loyalty and repeat business.