Building rapport and customer loyalty

What you'll learn

1. 1

   Imagine you're a barista making a coffee for a regular customer. You remember their name and their usual order — that's building rapport!

2. 2

   What is rapport?

3. 3

   Drag the good habits into the 'Rapport Builder' box. Which actions build rapport?

4. 4

   Let's see how a barista builds loyalty in one conversation:

5. 5

   Now you try! Practise building rapport with a customer who's just walked in.

6. 6

   Which of these is the BEST way to build loyalty with a customer?