When providing service to customers, there are two types of needs: Human Needs and Business Needs.
Human needs center around the emotions of the customer. Addressing how they feel about the situation through comforting and assuring. Business needs will center on resolving the situation.
Search for the issue, by asking effective questions, and solve the issue. It is critical to balance both the Human and Business needs. Focusing solely on one need, with little regard for the other type of need, will leave the customers feeling dissatisfied