ETIQUETTE TIP: Fielding Complaints
Remember every person has a legitimate reason to make their complaint and believe totally what they have to say to be real and valid.
Give the complainant every courtesy and sign of compassion.
Follow up on your promises.
Be polite and soothing in your approach.
If the complainant uses abusive language write down the words used and the names called, in case you need it for legal or other reasons later.