I ran an outsourced IT helpdesk company for many years, as well as online products. We used to get clients like this all the time. Here's how my staff were trai

I ran an outsourced IT helpdesk company for many years, as well as online products. We used to get clients like this all the time. Here's how my staff were trained to handle this situation - the support staff would have asked the lady the name of her site, and the background story. Then patiently gotten to the bottom of the issue. After that would then either submit a support ticket on her behalf, or would call the company and put her in touch with them. Clients like this are very costly, especially if your business model isn't equipped to deal well with this, but all that said, empathy is about feeling what the other person feels. She clearly wanted a fix, so go fix it.