To effectively listen and clarify points when facing customer misunderstandings, empathy and communication are key. Try these steps:

- Active Listening: Give your full attention, nodding and acknowledging their concerns to show understanding.

- Ask Clarifying Questions: Use open-ended questions to dig deeper into their issue without making assumptions.

- Summarize and Reflect: Echo their main points back to ensure accuracy in comprehension and to validate their concerns.

How do you handle clarifying customer points? Share your strategies.