Sometimes we can’t fix a customer complaint. Tactical empathy helps you to focus on the customer instead of your short comings. To uncover the impact for the customer. And to open up alternate solution spaces.
Being a strategic thinker, I’ve always loved the story that described the difference between leadership and management by using a metaphor of a team fighting their way through the jungle. Where the manager uses tactics to enable the team and the leader uses strategy to set the direction. In truth you need both.