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34 <br />• Managers are to ensure that the agency's staff do <br />not communicate :3isinterest or distrust in the <br />complaint proces7 to any of the parties to the <br />complaint. Inve:~tigators should also be careful <br />that they do not give rise to any cause for any of <br />the parties to the complaint to feel discouraged or <br />disrespected,~afr~iid to say what they really feel, <br />or to feel compron.ised in any way. <br />2. Complaints involving the quality of complaint processing <br />and concerns related to these customer service <br />requirements and guidelines will be reviewed by the GTR. <br />The GTR will work with the Agency and the customer <br />(complainant, respondent, witnesses, or other persons <br />involved in the investigation of the complaint) to <br />resolve the matter. The GTR will, if necessary, commit <br />the results of the discussion between the Agency and the <br />customer to writing. If problems persist in the area of <br />customer service, the GTR may require that the Agency <br />staff attend training on the customer service <br />requirements. <br />