Here’s how to manage it:

• Stay calm and listen. Maintain professionalism and impartiality, while fully understanding what the complaint is about.
• Acknowledge and apologise: Respond promptly, noting the issue and apologise that it’s happened. Its amazing how much people calm down when you say the word sorry.
• Ask questions: Clarify all the details to conduct a thorough investigation, ensuring fairness to both parties.
• Meet with your employee: Share your findings and discuss necessary actions, like training or procedural changes.
• Update your client: Communicate the steps that you’ve taken internally to address their concerns.

Navigating these steps ensures a balanced and effective resolution for all involved.