Final answer:
If you cannot restate the customer's incident in his own words, it is acceptable to paraphrase carefully, ensuring clear and respectful communication focused on problem-solving and avoiding blame.
Step-by-step explanation:
If you cannot restate the customer's incident in his own words, it is acceptable to paraphrase the information. Using paraphrasing allows you to condense large amounts of text, simplify complex information, and integrate it with your own analysis or other data. While doing so, it is critical to choose your words carefully to avoid further inflaming the situation. Respectful communication should remain a priority, staying calm and being open to the other person's side of the story.
To avoid misunderstandings, restate what you heard in a paraphrased manner to affirm that you are actively listening. Always focus on solving the problem rather than placing blame. If a resolution cannot be reached, contacting a supervisor or HR department may be the next step. When summarizing the incident, offer background information, use narrative techniques, and provide supporting facts. Remember to attribute any summarized information to its original source.