Sort:  

I had the impression that the customer did not know the meaning, but when that happens (and I think I am sensitive to it), I try to paraphrase. That is why I was particularly surprised that my eavesdropping Team leader didn't understand. He wasn't eavesdropping carefully enough!

Thank you for reading!

Yeah, they need to be able to tell what's happening in context. Then they can give suggestions that work!