Here is an image I discovered a while ago (all credits go to the artist who created it). 
It illustrates the comedic reality of customer care and the importance of communication. What’s in the heart of your client? What does he or she REALLY need? What are the unspoken words?
To answer these questions, we need to listen to our clients, without rushing them, without imposing our own thoughts and ideals. Effective listening is about collaboration and tuning inward to what our senses are telling us. This is the competitive advantage: how well you can listen to your clients and create solutions that thoroughly address their needs. It’s not about you, it’s about your capacity to empathize, imagine, and take action.