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Responding to complaints

This guide outlines essential strategies for responding to complaints at St. Maurice School. It emphasizes understanding the audience—customers, clients, or employees—and the importance of tone in communications. The document provides a structured approach to addressing concerns, including recognizing and appreciating the complainant's views, explaining findings, outlining corrective actions, and expressing gratitude. It also highlights the importance of avoiding pitfalls such as delayed responses and jargon use, while encouraging personal and empathetic engagement to foster positive relationships.

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Responding to complaints

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  1. PRC 25S – St. Maurice School Responding to complaints

  2. Recall: Preparing for Tone • Why am I writing? • To whom am I writing? • What do I want them to understand? • What kind of tone should I use?

  3. Why am I writing? • What sorts of complaints could be received?

  4. To whom am I writing? • Customer • Client • Employee

  5. What do I want them to understand? • Your understanding of the situation • That you understand how they feel • That you want to resolve things • That you want to restore a positive relationship

  6. What kind of tone should I use? • Non-antagonistic • Authoritative • Not dictatorial • Confidently, professionally • Constructive • Depends!

  7. Structuring • Appropriate greeting

  8. Apologizing • Be careful! • Somewhere in the letter should be an apology • Be cautious with admitting fault • Determine what it is for which you are apologizing

  9. Structuring: Body • Recognize (and appreciate) the letter • Explain your findings • Explain what will be done to fix the issues • Explain what you will do for the person • Gently explain what you will not do • Express thanks – continue the relationship

  10. Ideas to avoid • Delaying your response • Sending a previously prepared letter • Not mirroring emotional content • Shying away from future contact • Using jargon

  11. Therefore… • Respond as soon as possible • Respond personally • Mirror emotional content • Invite a response • Avoid jargon

  12. Anything else? • Questions? • Comments? • Concerns?

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