Offering a listening ear to customers with a complaint is a good first step, but most people want you to go beyond just listening; they want you to take action. The prophet Ezekiel wrote, “My people come pretending to be sincere and sit before you. They listen to your words, but they have no intention of doing what you say” (Ezekiel 33:31 NLT).
Instruct your staff to listen carefully and well to complaints or concerns, and to take notes as needed to remember the specifics of the issue. Also, instruct them as to any action they are empowered to take. If your policy is to say no in a specific instance, then prepare your staff to explain the policy to customers.
If you or other managers are the only ones granted adjustment authority, instruct your staff to make the referrals to you promptly. No customer wants to go through a five-minute story, only to be told to tell the same tale of woe to a manager before anything can be done.