Content about Enterprise Rent-a-Car

September 16, 2011
Turning Customers Into Advocates

Training employees in rapport-building skills goes some way to improving their performance in real interactions with customers. However, no amount of training in the techniques of rapport building will improve an employee’s real behavior with a customer if that employee is stuck in a mindset that, wittingly or unwittingly, drives rapport-destroying behavior.

By Jonathan Chalstrey, Jonathan Chalstrey Associates