After resolving a customer complaint, which step should follow?

After resolving a customer complaint, it is vital to report to management. This step helps ensure that the details of the complaint, the resolution, and any important feedback are documented and communicated to the appropriate parties. By doing so, management can identify potential trends in customer issues, implement solutions to prevent similar problems in the future, and ultimately enhance the overall customer experience.

Reporting to management can also facilitate continuous training and adjustment to protocols based on real customer feedback, which demonstrates a commitment to improving service. This proactive approach ensures that the entire team learns from the incident and can contribute to better handling of similar complaints in the future.

While reassuring the customer and thanking them are important in creating a positive atmosphere after a complaint is resolved, they do not address the operational improvements that need to be communicated to management.