For the sake of clarity and efficiency, I would like first to ask the customer to explain the problem with a proper communication and in a nice tone and assure them that I'm the right person to assist them. I would then repeat back the information they've shared so that they'd know that I've understood their concern and also for clarification and to tell them that I am eager to help them resolve it. After they've thoroughly explained their problem, I will listen, emphasize, sympathize and reassure that I will help them in any way possible