​What is Customer Service?

1. ​It is how a company deals with its customers before, during and after the use of service

2. It is following best practices like valuing customers' time, having a pleasant attitude and providing​ knowledgeable resources.

3. It is taking things a step further to exceed expectations rather than just meeting them.​

​What is Rapport?

​You build rapport when you develop mutual trust, friendship and empathy with someone.

There are 4 key elements of building rapport, namely; Empathy, ​authenticity, similarity and shared experience.

In short, building rapport requires you to put yourself in customer's shoes, understand what they are going through and assure them you will assist.​

​Active Listening

​This is a way of listening and responding to another person that improves mutual understanding. It involves paying attention, gathering information and not interrupting You can show active listening by doing the following

1. ​Demonstrate concern

2. Paraphrase to show understanding

3. Use nonverbal cues​ to show you paying attention

4. Brief verbal affirmations like "I see", "Alright" etc.

5. Asking open-ended questions​

​Active Listening can help you solve customer queries faster.