I was very pleased with Myra's presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can't wait for Monday.

Tim O'Laughlin

The Coca-Cola Company

Tulsa City-County Library 

You exceeded our expectations!

Rhonda Fox

District IV Manager - Member Relations
Best Western International, Inc

>>How do you establish rapport with customers through email?

Do you think answering questions and handling complaints by email is hurting company's relationships with customers? Do we lose the rapport factor?

Myra's answer to: How do you establish rapport with customers through email?

Contrary to popular belief, you CAN create rapport through email. Certainly, it is easier to create rapport in face-to-face communications AND over the phone, but it can also be done quite effectively electronically. 

Here are six strategies for establishing rapport in electronic communications.

Thank the customer. You've heard me say it before, thank the customer for taking the time to contact you. Thanking the customer for their feedback demonstrates that you really do appreciate their time, their feedback, and their business. And this goes a LONG way with your customers.

Use your customer's name. Using a person's name is the beginning of creating rapport. It personalizes communications and grabs and hold attention.

Express empathy. Empathy is an excellent way to create rapport. Empathy helps you create rapport because it demonstrates that you are genuinely interested in the customer and that the problem the customer experienced is no more acceptable you than it was to them. Here are example statements that clearly express empathy:

I'm sorry you've had such a frustrating time. It must have been difficult for you to install the Widget without the manual. I can certainly understand how convenient it would have been for you to simply order your product online. I am sorry our systems were not up and running properly. That must have been challenging for you.

Apologize. One of the easiest ways to create rapport with your customers is to APOLOGIZE. Sometimes an apology is all you'll need to appease an upset customer and to regain customer goodwill. Customer retention among customers who have experienced a problem increases 10-15% when the company offers a sincere and unreserved apology. You can apologize many different ways:

• I am sorry for the problem you experienced.
• Please accept my apology for the inconvenience.
• As a concrete form of apology, please accept our "Be our Guest" card.

  Create value. Is there something you can offer your customer that would help them use your product or service more effectively? Something that would make their overall experience with your company even more valuable? I recently contacted a software company through email with a question. My email was responded to quickly and my question was answered. The representative ended the email with this sentence: 

  "After reviewing your specs I noticed that you are not using the latest version of our software. You can upgrade to version 1.5 for free by going to www.latestversion.com. The representative took the time and initiative to help make my experience better. Another example: "You mentioned you use our software to produce online training. You might be interested in knowing that we offer video streaming services that allow you to put your seminars online in both a live and on-demand format. If you'd like more information on these services, please go to www.moreinfo.com."

  When answering basic customer questions, take a moment to think about what more you could offer or share to enhance the customer's experience.

  Invite the customer to contact you again if they need to. End your email with a statement that sends the clear message that you are there to HELP. Make it easy for customers to contact you again if their questions are not answered or if they need more help. Here's how you do that:

•  
• Did I answer all of your questions?
• What else can I do for you?
• Please email me directly at myra@myragolden.com if I can be of further assistance.
• Is there anything else I can do for you today, Michael?

  These statements convey to the customer that you are genuinely interested in solving their problem.

  Follow these simple instructions when formatting your customer response emails and you will build a strong rapport.

  See also Email Grammar Help

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