The problem with complaints from customers is not what the compaint is about. It doesn’t matter what it is about or who is compaining and not happy.
The problem in the digital age is that you have a complaint!
It does not matter if the customer is right or wrong. It does not matter if you missed making them happy by a little or a lot. You arguing, denying, negotiating, or blaming someone else is NOT going to help.
The problem is you have a compaint.
You did not prevent the complaint in this case. Working to prevent them is an important job.
Listen. Apologize Sincerely. Take action to make the customer happy.
Excellent point. Prevention is the key.