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’re upset to show that you understand their point of view! I totally disagree. I hate when that happens! That’s just so dumb.
Employee #2: So if I understand this correctly, Alan*, you think it’s a bad idea to summarize why a customer is unhappy and restate that back to them.
Employee #1: Yes, exactly!