That one piece of advice from my old manager finally clicked

My manager at the call center in Omaha told me last year to stop trying to fix every customer problem and just listen for five minutes first. I thought it was a waste of time but tried it this week with an angry caller. After I just let him vent for a bit he calmed down and we solved his issue in like two minutes flat. Has anyone else had a piece of advice that only made sense way later?

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