He was recalled to active duty as commander of the U.S. army forces in the far east. A series of disasters followed, beginning with the destruction of his air forces on December 8. 1941, and the invasion of the Philippines by the Japanese. His forces had to withdraw from Bataan.
It is considered to be important and in a way of calming down the customer as having to listen and understand them is a way of letting them know that you care about them and their current situation. This will enable them to vent on their problems and to prevent them from having to burst out in an outrage if you-- as an employee, fail to recognize your customer's needs.