First the facts given by the auntie aren't wrong. Please quit emphasizing the phrase 'wrong facts'. It's different POV. The fact is that the volunteer handled the situation appallingly. I'm surprised your thinking is so much in sync with the volunteer. Do you have the same experience as the volunteer, that's why you're so pek chek? How do you know the volunteer is telling the truth? Have you verified with her? Or do you know her personally and can vouch for her integrity?
The fact of the matter is, the RC was totally lacking in empathy in handling the situation. We are talking about dealing with a real person, not a bot. Even if the rules are on her side, there's such a thing called arrogance that very few people can take side with.
About your view about not checking the facts: When you hear a sad story, or something that doesn't sit well with you, do you need to first verify it before you have an emotional response? Do you watch movies or read a novel without feeling or do you need to verify the facts behind the stories?
You're suggesting that Nicole's display of emotion was either she wanted to achieve a purpose, or her EQ is questionable... I'm quite taken aback by your assumptions. Can you take a moment to believe that a person can have true compassion for another?
All the incidence tells me is that Nicole was in touch with her feelings, and she showed it. Do you have a problem with that?
How you interpret it really reflects your own psyche.
Please read my post again.