" To Move from Woe to Wow . . . Listen Attentively

• Be fully present and give your customer your full attention.
• Stay calm and remain patient.
• Do not interrupt or become defensive.
• Let the customer express his or her concerns.
• Nod your head and use affirming words to show that you are listening.
• Repeat back and empathize, when necessary. This confirms your understanding of the problem or question. "

― Susan C. Young , The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact (The Art of First Impressions for Positive Impact, #4)