In this episode of Everyday Learning, Michelle and Kaiz talk about one of the most challenging moments in service - handling customer complaints.

When emotions are high, it is easy to become defensive. But a complaint is rarely a personal attack. It is an expression of disappointment. In these moments, the first job is not to fix the problem, but to acknowledge how the customer feels. Empathy creates the foundation for resolution.

Through a realistic service scenario, Michelle and Kaiz show how an empathetic response can turn conflict into cooperation. Addressing feelings first builds trust and opens the door to effective solutions.

Today’s Mantra:

“A complaint is a chance to recover trust.”

Exercise for Frontliners:

The next time you receive a complaint, pause and give yourself thirty seconds to listen and acknowledge the customer’s feelings. Use a simple phrase like, “I understand why you are upset.” Focus on empathy before moving to solutions.

Manager Reflection:

Leaders, prepare your teams through practice. Role-play common complaint scenarios and give clear language for empathetic responses. When empathy is practiced in a safe setting, confidence and consistency improve under real pressure.

Listen, reflect, and share this episode with someone who serves with heart.