The Building Trust and Rapport with Customer Training Course in Malaysia covers essential topics that provide participants with the skills needed to build strong, trust-based customer relationships. 

1. Understand the key elements of building customer trust
   • The role of trust in customer relationships 
   • Factors that influence trust in a customer service setting 
   • How to establish trust in the first few minutes of interaction 
2. Develop rapport-building strategies for better customer relationships
   • Techniques for creating a strong connection with customers 
   • Using body language and tone to foster rapport 
   • Identifying common ground to build a relationship 
3. Enhance communication skills to foster trust
   • Active listening techniques to improve customer understanding 
   • Clear and transparent communication to build trust 
   • Tailoring communication styles to different customer needs 
4. Build confidence in handling customer inquiries and concerns
   • Approaching customer inquiries with confidence and clarity 
   • Techniques for managing customer expectations 
   • Developing a positive problem-solving mindset 
5. Improve emotional intelligence in customer interactions
   • Recognising and managing emotions during customer interactions 
   • Responding to customer emotions with empathy and understanding 
   • Techniques for de-escalating tense situations 
6. Foster long-term loyalty through consistent rapport-building
   • Maintaining rapport throughout the customer journey 
   • Personalising interactions to create memorable experiences 
   • Following up with customers to reinforce trust 
7. Understand how to manage difficult conversations with empathy
   • Techniques for handling challenging customer scenarios 
   • Turning negative interactions into opportunities for trust-building 
   • Staying calm and professional under pressure 
8. Strengthen problem-solving abilities focused on customer satisfaction
   • Approaching customer issues with a solution-oriented mindset 
   • Involving customers in the problem-solving process 
   • Using positive language to improve customer outcomes 
9. Create a positive and trustworthy brand image
   • Aligning personal actions with the brand’s values 
   • Building trust through consistent behaviour and communication 
   • The role of honesty and transparency in branding 
10. Encourage a team-based approach to customer rapport-building
    • Promoting open communication and collaboration within the team 
    • Sharing best practices for building customer relationships 
    • Supporting team members in difficult customer interactions 
11. Implement practical techniques for trust-based interactions
    • Using customer feedback to improve rapport-building efforts 
    • Building trust by delivering on promises 
    • Adapting to different customer personalities to maintain rapport 
12. Develop a personal action plan to enhance trust with customers
    • Setting personal goals for improving customer trust 
    • Developing a follow-up plan to reinforce relationships 
    • Continuous improvement strategies for rapport-building