When a customer complains to anyone in your company, it doesn’t matter what the problem is, who caused it, if the allegations are true or not, or even if it’s valid or not.
The problem is you have a complaint, that’s what the problem is.
Complaints get memorialized online, and they hurt forever.
Act FAST!
Listen, sincerely apologize, and fix it.
Then give feedback to your teams and/or make changes so you can avoid it happening again.
This is so true! It doesnt matter who what or where- just fix it!