Frankly, I have no clue. 

If I were in your shoes, I’d know exactly what to do. But I’m not.

I know exactly what the customer should do. But I’m not the customer. 

You, me and everybody else know what we would do in a specific situation. Too bad we’re not in that specific situation. 

Empathy is a very difficult task: Accepting the fact we are not and never will be in the other person’s shoes. You can rationalize all you want but there’s no universal way of dealing with a situation: People have different goals, different upbringings, different worldviews and different filters to experience life.