... feel uncomfortable if there are other staff orother customers crowding around them.We’ve left the most important need for last. Customers need the sense that they are important. Many of the above ... rephrasing the key points of what the customer has said and reflecting themback to the customer, often in the form of a question. For exam-ple: “So, you’re saying that you’re sure there are ... out the productdidn’t work.”Here’s the key to effective empathy statements. Be specific.Name the emotion (anger, frustration, upset) and identify the source of the emotion (the delay, the forms,...