During which stage is a customer complaint fully addressed and resolved?

The stage in which a customer complaint is fully addressed and resolved is the Resolution stage. During this phase, the organization takes actionable steps to rectify the issue that the customer has expressed. This can involve implementing solutions, making amends, offering compensation, or otherwise ensuring that the customer's concern is satisfactorily handled.

In this stage, it is essential for the business to effectively communicate the resolution to the customer, ensuring that they feel heard and taken care of. The focus here is on achieving a satisfactory outcome that restores the customer’s confidence in the service or product. This is crucial for maintaining customer loyalty and fostering positive relationships.

In contrast, the Investigation stage is primarily focused on understanding the details of the complaint and gathering necessary information before any solutions can be proposed. Monitoring typically occurs after a resolution is proposed to ensure that the solution works effectively and that the customer is satisfied post-resolution. Communication involves sharing information but does not directly resolve the complaint—it is more about keeping the customer informed throughout the entire process.