To better serve customers, service workers need to build a relationship with each one. Customers have needs beyond completing a simple business transaction; they have Emotional Needs as well. Customer service workers can fulfill these needs by building rapport with the customers they serve. Rapport is built by carefully listening to the customer, in order to understand what their wants and needs are. This leads to a personal relationship that can help the customer service worker deliver exceptional customer service. This course discusses how to listen to and build rapport with customers. It is designed for a general business audience.