Spoken and written complaints

You're going to listen to a client services manager of a large hotel chain talking about the topic.
Listen and answer the following questions:

1. How is a spoken complaint different from a written complaint?
2. Is the response to a written complaint different from the response to a spoken complaint?
3. Do tourism managers deal more with written or spoken complaints?
4. What does the speaker suggest doing when someone is making a 'public' spoken compaint?
5. According to the speaker, is it easier to check details in a written or spoken complaint?
6. what does the speaker say is the most important point?