Review the issue with the team. Start by explaining the situation and what the customer said. Be careful not to sound accusatory or like you're taking a side. We're only gathering facts. Then ask the following questions.
When did we get the complaint?
Date Format: MM slash DD slash YYYY
Describe the complaint or issue that required this feedback. We'll use this description to tie the feedback back to an issues report
From 1-5 how responsive was the team? 5 is upset and not understanding at all, 1 is very understanding and receptive.
Anything else we should know?