Hi again everyone. Dani Apgar here from RapportBoost with your RapportBoosting Tip #5 on Empathy. RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands.
Showing empathy can help build rapport quickly, relax the visitor, and is best used when closing an emotional sales process. Overuse or misuse of empathy can make the agent appear fake and disingenuous. Specific training is recommended to help agents identify the best opportunities to empathize while avoiding where empathy can derail a conversation.
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