Empathize with the Customer
To have empathy means to try to understand how another person feels about something. It doesn’t mean that you necessarily agree, just that you understand. It is important to empathize with the customer on certain things that may be of great concern to him or her. This may involve something about which you do not agree with the customer. At the very least, you need to try to gain a better understanding about why the customer feels the way he or she does. Sometimes this greater level of understanding can be important in helping find solutions to problems. And the customer will appreciate that you took the time and effort to really understand their point of view. This is what builds better relationships.
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