Final answer:
Empathy strengthens rapport by listening not only with your ears but with your mind and heart as well. Option b
Step-by-step explanation:
Empathy is the ability to understand and share the feelings of another person. In the context of building rapport with customers, empathy involves listening not only with your ears but with your mind and heart as well. It means putting yourself in the customer's shoes, trying to understand their perspective, and responding in a compassionate and understanding manner.
For example, when a customer is expressing frustration or dissatisfaction, an empathetic response might include acknowledging their emotions, validating their concerns, and offering a solution or assistance. option b