Gemma Carson: Five steps to keep a complaint from escalating

If you believe you have a good reputation and unblemished record, you might see this as an unjustified attack on your name or think it a tactic to avoid or delay payment. Human nature ensures there is a risk of taking the complaint personally and deciding to ‘have it out' with the complainant. This could, however, do more harm than good. Often people react and fire off an angry email or call the complainant to argue their case, but such a knee-jerk response could prove costly for the business. It is easy to let emotions get in the way and become embroiled in a heated dispute as to the ri...