What is a crucial way to create rapport in a customer chat?

Using personal pronouns is a crucial way to create rapport in a customer chat because it helps to establish a more personal connection between the agent and the customer. When you incorporate personal pronouns such as "I," "you," and "we," it creates a conversational tone that feels inclusive and relatable. This approach encourages a sense of partnership and engagement, making the customer feel valued and understood.

In contrast, using technical jargon frequently can lead to confusion or frustration for customers who may not be familiar with the terms, thereby inhibiting connection. Keeping exchanges long and detailed can overwhelm the customer and lead to disengagement, as they may prefer concise and relevant information. Ignoring the customer's concerns will certainly damage rapport and cause customers to feel unimportant or neglected, which is counterproductive to building any kind of relationship. Overall, employing personal pronouns effectively fosters a friendly atmosphere, optimally positioning the agent to provide excellent customer service.