Payroll refers to the employees you pay, along with employee information. Payroll is also the amount you pay employees during each pay period. Or payroll can refer to the process of actually calculating and distributing wages and taxes. Remain calm. Practice active listening. Repeat back what your customers say. Thank them for bringing the issue to your attention. Explain the steps you'll take to solve the problem. Set a time to follow-up with them, if needed. Be sincere. Highlight the case's priority.