Learn to Listen

Communication is a two-person job. One person has the job of talking, and the other has the job of listening. The person who has the job of listening has the hardest job, because they have to take in and retain what is being said.
It is important to keep your own bias out of mind when talking to a customer. You have to treat every customer exactly the same. For recapping the call, a way to show the caller that you are listening to them is to recap the call, which means that you summarize the call after the caller has finished talking.