Over the years we found some best practices in managing student complaints:
1. We learned years ago to seek complaints from students. Go out and speak to students and ask what concerns do they have. Be genuine and follow up with them when they do. One becomes a person of integrity and action.
2. Take notes when listening to complaints. Ask opened ended questions to gain insight.
3. Validate the "feelings" the student have.
4. Avoid the defensive posture.
