"I can totally understand your concern, ha ha." 1. I don't care if you understand my concern, what I care about is whether you can fix my problem. 2. I know you're scripted to say this, and that makes it even worse. Do I need to outline my concern anyway? You've taken away my ability to comfortably express my concern without feeling like a redundant fool by saying you already know about it, and I don't like that. And do you actually understand my concern? Do you have a clue about my concern? Could you care less about my concern? Somehow I doubt it. Have you just co-opted a formerly reassuring phrase and made it completely meaningless in an attempt to shorten my part of this interaction after I've spent 20 minutes listening to Barry Manilow interspersed with encouragement to fix my concern online (which I certainly would prefer if it were an option, obviously I can't do that if I've actually bothered to call you) ? Oh Mandy, honestly.