Establish trust that you can handle the situation or emotions presented. This does not mean you have experienced the same situation. It only means you are skilled in dealing with tough or difficult situations, which is what you do on a daily basis. The customer needs to trust your experience. No one wants to go to a specialist who says, “Wow! I have never seen that before!” That just makes the person feel hopeless. It also means they can’t trust that specialist for a solution. Why trust? If the customer trusts that you can handle the situation or emotion, then they are often more willing to tell you more or listen to you when you present possible solutions or options.