Final answer:
When a customer starts talking, actively listen and ask about their specific trouble to guide the conversation towards addressing their issue.
Step-by-step explanation:
When a customer begins to tell you about their day, it is important to turn the conversation towards their specific trouble by actively listening and asking clarifying questions. Show empathy and understanding, and then guide the conversation towards the specific issue they are facing. For example, you could say, "I'm sorry to hear that you're having a tough day. Can you tell me more about what's been troubling you?" This way, you can address their specific concern and provide relevant assistance.