Build Good Rapport
by Guy Perring

There are many different ways to build rapport with your customers. The puzzle below contains words which complete the following rapport-building techniques. I’ve done the first one for you.

1. Use the customer’s N A M E.
2. Say _ _ _ _ _ _ and _ _ _ _ _  _ _ _ when asking customers for _ _ _ _ _ _ _ _ _ _ _.
3. Explain your _ _ _ _ _ _ _ when you have to say _ _ to a customer’s request.
4. Show your _ _ _ _ _ _ _ _ in the customer’s needs.
5. Show _ _ _ _ _ _ _ for the customer’s _ _ _ _ _ _ _ _.
6. Let the customer know what his or her _ _ _ _ _ _ _ are.
7. _ _ _ _ _!  Even if you’re on the phone!

Words can appear horizontally, vertically or diagonally (up or down).

See the answers below my name and details. Try not to look.

Guy Perring is Director, Professional Development Unit (PDU), at the British Council Malaysia. The PDU offers a wide range of learning opportunities from management and communication skills training to developing English skills. Visit our website at www.britishcouncil.org.my or email me at guy.perring@britishcouncil.org.my.

The answers

1. Use the customer’s N A M E.
2. Say  PLEASE  and THANK YOU when asking customers for INFORMATION.
3. Explain your REASONS when you have to say NO to a customer’s request.
4. Show your INTEREST in the customer’s needs.
5. Show EMPATHY for the customer’s FEELINGS
6. Let the customer know what his or her OPTIONS are.
7. SMILE!  Even if you’re on the phone!