As a manager of a restaurant you are handling a issue of a new communication policy where you are letting them know that now only manager will be handling to customer complaints and reviews.

[ANNA]So you'll look into complaints before replying, which will involve speaking to us? [TOM]: What if the complaint is false, too? Then, what happens? [MARY]: What if we disagree on whether the criticism is justified?

How would you react to this as a manager and paraphrase their issues and obtain agreement on the procedure for managing feedback and complaints.