This strategy may appear unusual. It is extremely useful, however, in gaining rapport and building connection with the customer. If you are serving a customer who is speaking rapidly, when it is your turn to talk, adjust your rate of speech to more or less match his. The same applies if the customer is speaking at a moderate or even a slow pace. You probably will find that you are already doing this subconsciously. If a customer is using a very simple vocabulary, modify yours so he will be able to understand your message. If she is talking to you in academic language, haul out some fifty-cent words yourself. Obviously, you will never get as slow as certain customers or as fast as others, but try and make yourself speak more like them. Take care, however, not to mimic them, especially if you are talking with someone with a foreign accent.
Match your customer in intensity of concern and emotion. Don't get angry with them if they are shouting at you, but modulate your voice to reflect your customer's intensity level. For example, responding to a customer who is obviously upset and angry using a soft tone of voice will not be as effective a saying: " I understand you concern. If this had happened to me, I would be angry too. I am glad you let us know about this so we can fix it." By matching the customer's speed and style, particularly if he is angry, you can gradually bring him down in intensity by first bringing yours back. Try it. It works!
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