During a customer interaction, what is a critical component of building rapport?

Building rapport during a customer interaction is essential for establishing a positive connection and fostering trust. Maintaining eye contact and positive body language plays a crucial role in this process. Eye contact shows the customer that you are engaged and attentive, helping them feel valued and acknowledged. Positive body language, such as open gestures and nodding, reinforces your interest and willingness to assist them, creating a welcoming atmosphere.

In contrast, using complex terminology can create confusion and distance between you and the customer, making it harder to connect. Speaking only when spoken to can lead to a lack of engagement, making the customer feel unimportant or that their needs aren’t a priority. Focusing solely on company policies may limit the interaction, as it can come off as robotic and unsympathetic to the individual customer's experience or needs. Therefore, expressing positive non-verbal cues is fundamental to effective communication and rapport-building in customer service.