How to deal with complaints
The way in which managers deal with complaints or grievances can make the difference between satisfied, cooperative complainants and those who become constant sources of irritation and trouble. Your response to complaints must demonstrate two things - your interest and willingness to get involved, and your commitment to a fair deal for everyone. Here are some basic principles that will leave complainants feeling positive about how you’ve handled their concerns...
1. Show your concern and remain calm.
Complaints are important to the aggrieved, so give them a chance to let off steam and to express their feelings. If they have a problem, you might have one, too. It’s OK for them to be upset, but you need to remain calm, in control, tactful, and ready to respond.
2. Be objective.
Your job is not to judge - the issue is not really about who is right. The complainant is simply seeking satisfaction. You must make it clear that you are interested in the problem and are concerned with fair treatment. Often the opportunity to complain is just as important to some people as any resolution of the issue.
3. Be prepared to listen.
Every story has at least two sides, and you are about to hear one of them. Listen to, and empathise with, the complainant. This not only shows respect, but might also enable you to find out what the real problem is - including any hidden agenda - and the depth of feeling associated with the complaint. Your considered response will demonstrate that you have taken the matter seriously. If you are particularly busy at the time, make an appointment to meet within a day or two. Never allow people to gain an impression that you’re not interested.
