Which practice is recommended to build rapport with customers?

Empathizing with the customer's situation is a highly effective practice for building rapport. When you express empathy, you acknowledge the customer's feelings and demonstrate that you understand their perspective. This connection fosters trust and can make the customer feel valued and understood. By validating their emotions, you create a more positive interaction and open the door to meaningful communication, which is essential in customer service.

Building rapport is crucial as it encourages customers to share their concerns more freely, leading to better problem resolution. It also enhances the overall customer experience, making them more likely to return or recommend your service to others. This approach opens the opportunity for a more personalized interaction, as customers appreciate when a representative takes the time to understand their unique situations.