I think the biggest thing about customer care is discerning between when someone wants a solution and when someone wants to rant.  If someone is looking to rant, empathizing and moving off platform is the best way to go. If the want a solution  giving a nod to the type of solution you will provide (if possible) before moving to the DMs let’s others see the level of service you provide.  Either way, “showing your work” lets other users see how you operate and sets the expectation for what kind of service you provide.