Understand the Call
Customer Story
Capture the customer's reason for calling in your own words before moving into discovery.
Confirm Understanding
Before moving forward, confirm the issue back to the customer so they know you have understood the reason for the call.
"So just to make sure I've understood correctly..."
Transition
"Perfect. While I'm looking into that, can I ask a couple of questions about the business so I make sure we're fixing the right thing?"