Empathy
We are all drawn to people like us, so the more we feel someone understands us, the more comfortable in their company we feel, the closer we get to them, and as a result, the more we learn to trust them. Empathy is the first social cue we use to form relationships in this sequence of events.
By putting ourselves in someone else’s shoes and demonstrating that we can see the world through their eyes, we instigate a sense of trust and increase our chances of a positive relationship.
Examples:
- I have been in your situation…
- I understand what you’re going through…
- I know what you’re experiencing…
- I too have been let down by…
- I also have struggled to find a reliable…
Exercise:
Write down a sentence which shows your understanding of your customer’s situation. If you haven’t experienced the same situation, then focus on a similarly relevant one.
