1, understand each other's emotions. When you hear each other's complaints, show patience and understanding, don't get too excited and don't argue. It can be said, "Thank you very much for your concern about our community. I fully understand your emotions. "
2. Show concern and attention. To make the other party feel that their complaints have been taken seriously and concerned, we can say, "We attach great importance to your reflection, and we will actively deal with it to ensure that your rights and interests are protected."