Ten Types 
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"Ask questions."
YOU: All right, let me ask you some questions.
CUSTOMER: My anagathics were in that bag! My shunt valves were in that bag! I don't even have a UV suit to go outside.
YOU: Well, let me ask you a....
CUSTOMER: Do you realize how much your company has cost me?! I have a good mind to sue!
R&R: Asking questions will obviously help the customer find the bags and at some point you will need to do that. However, the Tank is still in a venting mode. They want you to know how terrible it is for them. They need to know you are listening and understand their problem.
YOU: Ok, well if you are so smart and profess to be 'Mr. Doctors of Communication', what do you suggest?!?
R&R: Try backtracking.