This works on a number of levels, btw.
In tech support, getting someone to explain their problem was at least 50% of the way to fixing it. Sometimes 90%. And the occasional case where my contributions were “Hello?,” “What’s the problem?” and “Hey, glad I could help!” after the caller figured out the glitch while explaining it.
And one case where the XO of a recruiting district had a LOT of problems. It just happened that the latest was with computers, so she called up and unloaded on me. Fortunately I was in an empathetic mood that day and just let her unwind; after ten minutes she apologized for dumping all over me. “No problem, ma’am, and we’ll get that replacement right out to you. Have the chief give us a holler if it doesn’t work for you.” Sometimes people just need to talk.