Customer Empathy and Rapport Building
Everyone
- 6 videos | 22m 48s
- Includes Assessment
- Earns a Badge
- PMI PDU
The ability to understand and connect with customers emotionally is what separates exceptional service from merely adequate support. Customer emotions drive loyalty, shape brand perception, and influence long-term business success. While technical knowledge and problem-solving skills are important, it's your capacity for emotional intelligence and genuine human connection that transforms routine interactions into meaningful relationships. In this course, you'll learn how to recognize and respond to customer emotions, deliver compassionate yet efficient support, build authentic rapport, and detect early signs of dissatisfaction before they escalate into larger issues.
WHAT YOU WILL LEARN
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Discover the key concepts covered in this course
Recognize strategies for evaluating and responding to customer emotions
Identify strategies to deliver compassionate support that meets the needs of customers -
Identify techniques for establishing rapport with customers
Recognize patterns and signals that can help predict when a customer is becoming dissatisfied
Reflect on what you've learned
IN THIS COURSE
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1m 5sCustomer service experiences depend in large part on how customers feel they've been treated. Empathy and rapport play a big role in effective customer interactions. In this video, you'll discover the key concepts covered in this course. FREE ACCESS
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4m 51sEvery customer interaction tells a story. Your ability to recognize and respond to customer emotions can transform a challenging situation into a positive experience. In this video, you'll explore strategies for evaluating and responding to customer emotions. FREE ACCESS
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3. Delivering Compassionate and Efficient Support4m 14sCompassionate and memorable customer service happens when understanding becomes action – that is, when empathy becomes compassion. It's the difference between recognizing a customer's frustration and taking steps to resolve it. In this video, you'll learn about strategies for delivering compassionate support that meets the needs of customers. FREE ACCESS
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4. Techniques for Building Rapport with Customers4m 57sWhen you establish a genuine connection with a customer, it creates a bedrock of trust and credibility where the customer feels valued and understood. A customer who experiences authentic understanding from you is more likely to be a loyal advocate for your brand. In this video, you'll explore techniques for establishing rapport with customers. FREE ACCESS
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5. Detecting Early Signs of Customer Dissatisfaction6m 17sCustomer dissatisfaction rarely erupts without warning; there are often early signs. Knowing how to recognize and respond to those signs will help prevent escalations and turn negative customer experiences into opportunities for strengthening customer relationships. In this video, you'll learn about patterns and signals that can help predict when a customer is becoming dissatisfied. FREE ACCESS
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6. Let's Review1m 24sIn this video, you'll review and reflect on what you've learned in the course Customer Empathy and Rapport Building. FREE ACCESS
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.
Digital badges are yours to keep, forever.
