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Surprise! by Vincent P. Magnini

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CHAPTER 10

Rapport Building With Your Customers

Introduction

If the service provider and the customer have a good rapport then the service provider will know better how to delight him or her. Therefore, this chapter addresses rapport building between the client and provider.

Rapport is said to exist between two people when they feel comfortable around each other and “click” with each other. Stated differently, they feel that their interaction has a good “chemistry.” Rapport is important in surprise idea generation because if you and your team understand your customers well enough to know what ideas would positively surprise them, then it is much ...

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