A good complaints procedure which all staff understand minimises the likelihood of a complaint continuing to a higher level
Such a procedure would include: - a rapid acknowledgment of the complaint - an explanation of the cause of the grievance - an apology even if only for creating the misunderstanding - information on how the problem is going to be put right (This is important not only for the case in point but for the future since the lack of an appropriate apology or the thought that someone else might go through the same can produce enough powerful righteous indignation to fuel a major onslaught)
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