<b><a href="http://www.overheardintheoffice.com/archives/011786.html"> 5PM You&#39;re a Good Speaker If Even <i>Half</i> Your Audience Takes Your Advice</a></b><br/> <!-- ID = 136205 -->Employee #1: So this presentation on customer service was just so stupid! The speaker kept saying that to diffuse tense situations, you should reiterate back to the customer why they&#39;re upset to show that you understand their point of view! I totally disagree. I hate when that happens! That&#39;s just so dumb.<br/>Employee #2: So if I understand this correctly, Alan*, you think it&#39;s a bad idea to summarize why a customer is unhappy and restate that back to them.<br/>Employee #1: Yes, exactly!<br/><br/>Atlanta, Georgia<br/>via <a href="http://www.overheardintheoffice.com/">Overheard in the Office</a>, Aug 18, 2010