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About this lesson
You will discover how to relate with your customer and build rapport with them.
Download this lesson's related exercise files.Recall A Similar Situation.docx
198.6 KB Recall A Similar Situation - Solution.docx
Recall a Similar Situation
In this module we continue to look at how to use empathy in customer service, so you can better overcome your customer’s challenges.
When to use
Anytime you have a similar experience with the customer, share that experience. This will help you build a positive relationship with the customer.
When you are listening to your customer try to think of a similar situation that has happened to you and share your experience with your customer. This helps build a rapport with the customer.
You can say things like:
- “Something similar happened to me when...”
- “When I went through this I found that...”
- “I can relate because...”
This builds a positive relationship with the customer and the customer starts looking to you to answer their questions.Login to download
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