During customer service training they teach you listening skills (at least I hope they do!), not just so you can assess the customers’ needs, but in order to play therapist as well...
I was in a restaurant today when a man came in and started talking to the employees in the restaurant. It seemed like he was a regular there because the employees knew him by name. 
“I need you to cheer me up!” the man said to the waitress.
“Oh, what happened?” the waitress asked.
They engaged in a twenty minute conversation about how his mother was sick and other family issues. I was the only one in the restaurant so I was able to hear the conversation. I got to thinking about all the life stories I’ve heard in my customer service career. I could write a book about the various problems that people have! And you think bartenders are the only ones who have to hear people’s woes.
Hmm, too bad we couldn’t offer a drink to our irate customers, eh?
In all serious though, that's part of building relationships with our customers. Be their friend. Sometimes they just need someone to talk to.
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