Frequently Asked Questions

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What are the 5 stages of complaint handling?
The five stages of complaint handling:
1. Intake—receive and log the complaint.
2. Investigation—collect facts objectively.
3. Resolution—decide on fair outcomes.
4. Communication—convey decisions respectfully.
5. Follow-Up—review and close the complaint.
What are the four types of complaints?
Supervisors should recognize these 4 types of key complaints in the workplace:
1. Informal service complaints
2. Formal grievances
3. Policy breaches
4. Whistleblowing or protected disclosures
What are the 6 core principles of complaint handling?

The principles of complaint handling include being accessible, responsive, transparent, respectful, objective, and accountable. LeanTastic’s complaint-handling training helps apply these principles in real-world scenarios, reducing risk and reinforcing a culture of fairness.
What are the 7 steps to handle a guest complaint?
1. Listen actively
2. Acknowledge the issue
3. Apologize sincerely
4. Clarify specifics
5. Take immediate corrective action
6. Offer a solution or remedy
7. Follow up to ensure satisfaction

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