There was a lot of training on these subjects of listening and communication. I've learned to take time to focus on what the customer is telling me and not let outside influences distract me while they're communicating their issues and take time to process those words they're using, the phrases they're delivering to you and communicate with them in a way that they will understand what it is you're trying to deliver and then reassure through them that they have grasped what it is I've told them that I can do or I cannot do at times.