Although not conventional steps, the following description can help a person overcome the burden of failing to settle a complainant. The first step is to acknowledge the complainant by sharing his/her concerns with the seriousness they deserve. This is achievable with a promissory to take full responsibility for the wrong done. In such acknowledgment, as the respondent, it is crucial to provide an elaborate timeline in which the tabled complaint should be addressed. In addition with an actionable plan, it instills confidence to the complainant.
The second move is to be comprehensive as much as possible to deter any probability of mistrust. All aspects of the raised concern should be addressed through the provision of comprehensive response thus guaranteeing that all critical issues are addressed such that the complaint feels being taken seriously. The investigation process must be explained to the complainant and get him/her involved in every step of it. The respondent must acknowledge various points of disagreement and varying opinions and put it point-blank devoid of being a dismissal of the complaint’s opinion.
Lastly, it should be the respondents’ task in establishing what will assist the complainant in addressing to matter to the conclusion while considering all of their preferred resolution options. For instance, if the complainant is not comfortable with phone discussions, it is better for the respondent to provide written responses and settle on an amicable resolution free of technical and provocative language.
I’ve found a cool definition of what a complaint is. I think it is important to know before you start dealing with it. So, a complaint is ‘an expression of dissatisfaction or disquiet about an individual child or young person, which requires a response.' Due to this definition, I would mention two stages of dealing with a complaint, which is usually described in different types of researches.
Stage 1 would be ‘Problem-solving.' This is the first thing to do when you get the complaint, no matter where it comes from - your customer, employee, boss, etc.
Stage 2 is the ‘Investigation.' Here you can take your time and analyze why the issue occurred, who’s fault is that and how to prevent it in the future.