When a person complains, it’s rarely about one isolated issue. More often, it’s the result of smaller frustrations building up until they cross a threshold. At that point, the way an organisation communicates matters as much as the issue itself.
The problem? Too many responses are vague, defensive, or full of jargon. Instead of resolving the situation, they add to the frustration:
- Delayed or unclear responses increase anxiety and distrust.
- Neutral, overly formal wording avoids responsibility.
- “Boilerplate” phrases show little empathy or ownership.
- Phrases like “I am sorry you feel that way” don’t demonstrate accountability — they fuel escalation. That’s why so many people feel they need to escalate externally to a third party to be taken seriously.
Strong complaint handling isn’t just about process — it’s about communication.
- Use plain English.
- Take ownership and show accountability.
- Tailor responses personally.
- Keep people updated on delays and progress.
Clear, empathetic, and accountable communication doesn’t just defuse complaints. It builds trust, strengthens relationships, and demonstrates integrity.