Reflective listening involves four steps:
1. Listen to the message - hear what the customer is saying and let them finish
2. Determine the meaning of the message - understand what the problem to be solved is, and how they feel about it
3. Reflect the message and the meaning you have made of it back to the customer in your own words
4. Ask them to confirm that you have heard and understood them correctly
Reflective listening is very useful when you're dealing with angry customers. Read the full guide for strategies to handle angry customers well.