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What is empathy and call leadership? When to use empathy on the call with the customer? For example the customer is upset as she has lost a huge report she was working on. She would miss the dead line for the project if she has to start all over. What sort of empathy statement would make the customer trust the technician?
Rapport is to create warm relation with customer, by be careful with his complaint and agree with him on his status , with your voice tone and trying to solve and handle his complaint well till he satisfy.
Building rapport is important to provide a good service or increasing sales. Know your product first. Do not rush and don't forget to apoligize for the inconvenience this had caused him/her.
Just imagine your customer as your close friend or family member. Let them talk first, just pay attention or listen on what they are saying. Do not debate with them by then you can use the time to figure out what you can do to fix their issue.
Let them know that you will be able to solve the issue and then in turn make the customer smile.
