Ten Types 
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"Backtrack"
YOU: "Oh no, we lost your bags from earth and it's costing you money."
CUSTOMER: You bet it is.
YOU: "And your important stuff was in those bags."
CUSTOMER: "Yeah!"
YOU: "That's terrible!"
R&R: Whenever you say back what some one says to you they know you have listened to them. People begin to feel like you understand and this is always to your advantage. The last statement you made, "that's terrible" is called a "statement of emotional empathy". These statements are very effective because it lets people know you understand how they feel. That was very clever of you to think of that. We don't know why everyone says you are dumb.
YOU: