Once the speaker is finished talking, summarize what you have heard, without criticism or judgement, and repeat it back to the listener. Now is the moment to address and validate their feelings, not explain what you’re going to do about it, or whether or not they deserve a refund, or information on your return policy. This is an opportunity, instead, to connect as one person to another with your customer. “So basically, what you’re saying is, no one ever called you back, you paid money for a pink sweater in a size XL, it got damaged, you sent it back and now you don’t have a pink sweater or your money and you’re extremely frustrated. I hear you, that sounds like a very frustrating situation.”
