Let’s set aside romanticism and take a pragmatic approach: it’s crucial to evaluate two key points when dealing with a complaint: 1. Who is the complainant, and what is their reach on social media? 2. How much traction has this public complaint already gained? These two questions will define your response strategy and even determine who will respond. In some cases, it may be important for senior leadership to be aware or even make direct contact, depending on the reach of the individual on social platforms. It’s not an exact science, but the solution is simple: RESPOND AS SOON AS POSSIBLE!

Offer a genuine apology and a solution, demonstrating your dedication to customer satisfaction. Follow the customer first approach rather than being angry and aggressive

Listening carefully to the complaint should be the first step. This should be done in a way that makes the consumer feel most comfortable, such as through a voice call, for example. Once the issue is analyzed, providing a clear, chronological overview of what went wrong and outlining the actions that will be taken will help both the consumer and the company reach a mutual understanding. Transparency and alignment are key factors in this process. Step by step, both parties can work toward an agreement, ultimately resulting in a win-win negotiated solution.

It's highly important to acknowledge complaints publicly and promptly, then move to a private channel for detailed discussion. Internally, alert relevant teams immediately to have a better understanding of the situation. Engage privately with empathy to understand the issue fully. Then, outline resolution steps and timelines (realistic ones). Then proceed with a follow up to ensure customer satisfaction and strengthen the relationship. Handling complaints it's not just resolving issues but it's about turning a potential negative into a positive reinforcement.