Communication and sales Create 'e-rapport' with your customers There are specific ways to build "e-rapport," says Keith Bailey and Karen Leland, authors of Online Customer Service for Dummies. When communicating, most people use words that relate to the senses of seeing, hearing and feeling. For instance, "I see your point" (visual); "I hear what you're saying" (auditory); and "I feel that you have a point" (tactile). Before responding to an e-mail, quickly scan it to see which sense dominates the customer's message. "By using sensory words that are consistent with your customers' main style, you add a rapport-building quality to the messages you send," says Bailey and Leland. Source: Reprinted by permission of The Customer Communicator, New York, NY. Copyright 2002 Alexander Communications Group, Inc. All rights reserved. www.CustomerServiceGroup.com