This talk explores why customer complaints escalate, and how empathy can completely change the outcome.

The talk breaks down what customers are really looking for during a complaint and why jumping straight to solutions can increase frustration rather than solve the problem.

The session guides the audience through:

-why complaints feel emotionally charged for customers

• the difference between solving a problem and acknowledging emotions
• what genuine empathy looks like in practice (not just in theory)
• how a simple shift can calm situations
• a practical framework to help staff connect with customer emotions quickly and naturally

The talk is highly interactive, with short exercises that help participants experience empathy from both sides of the conversation.

This makes the learning memorable and easy to apply in real situations: face to face, on the phone, or in writing.