Which action best demonstrates understanding in a customer service interaction?

The action that best demonstrates understanding in a customer service interaction is repeating back the customer's concerns with empathy. This practice not only shows that the representative is actively listening, but it also validates the customer's feelings and experiences. By restating the customer's issues, the representative communicates that they are paying attention and are genuinely interested in resolving the customer's problem. This approach fosters a sense of connection and trust, which is crucial for effective customer service.

Empathy is a key component in customer interactions; it helps in de-escalating situations and can lead to a more satisfactory resolution for both the customer and the representative. When customers feel heard and understood, they are more likely to engage positively with the service provided and have confidence that their issues will be resolved effectively.