“Every complaint is a cry for service.”
Train yourself to listen beyond the words and respond with empathy.
[Lesson 6.3] Behind every complaint is a need waiting to be understood. Great service providers listen past frustration and hear the story underneath. Responding with empathy doesn’t mean accepting blame—it means acknowledging experience. When people feel heard, tension dissolves and trust begins. Complaints aren’t interruptions—they’re opportunities to demonstrate care, turn critics into allies, and transform friction into loyalty.
