Question

When building rapport with a customer over the phone:

a. Use formal language
b. Avoid personalization
c. Listen actively and empathize
d. Keep the conversation brief

Answer 1

When building rapport with a customer over the phone, it is important to use formal language, listen actively and empathize, and avoid personalization.

Step-by-step explanation:

When building rapport with a customer over the phone, it is important to:

1. Use formal language: Speaking in a professional and respectful manner helps establish a sense of professionalism and credibility.
2. Listen actively and empathize: Paying attention to the customer's needs, concerns, and emotions can help build rapport and show that you genuinely care about their satisfaction.
3. Avoid personalization: While it's important to personalize the customer's experience, avoid oversharing personal information or becoming too informal to maintain a professional relationship.