What should I do when I have no idea what the customer is talking about?

Smile. Nod. Buy time.

Try this sacred support ritual:

• Re-read the ticket.

• Re-read it upside down.

• Ask one clarifying question.

• Say, “Thanks for reaching out! I just want to make sure I fully understand before I dive in.”

  Boom. Now you’re wise and polite. Remember: confusion is just curiosity in disguise.