Why is it important to keep the customer informed about the work in progress and the outcome of every step while handling a complaint?

Keeping the customer informed during the complaint resolution process fosters trust and transparency, which can enhance their overall experience. It demonstrates that the company values their concerns and is actively working to address them. Regular updates can also help manage customer expectations, reducing frustration and uncertainty. Ultimately, clear communication can lead to higher customer satisfaction and loyalty, even in challenging situations.