Well maybe not a full minute, but how about a couple of seconds.
Great customer service comes from great listening. But so often in our haste to solve problems we rush the customer or even cut them off. Here's a tip to 'make sure that's not true for you.
Tip: After the customer tells you their story say "1,2" (in your head) then speak.
Counting to two will ensure you're not interrupting, it gives the customer the feeling of being heard and gives you a moment to prepare your reply.
Give it a try!