Why is it important to keep customers infomed of progress and delays when dealing with a complaint?

Keeping customers informed of progress and delays when handling a complaint is crucial for maintaining trust and transparency. It shows that the company values their concerns and is actively working to resolve the issue. This communication helps manage customer expectations, reduces frustration, and can lead to a more positive experience even in challenging situations. Ultimately, it fosters loyalty and can enhance the overall relationship between the customer and the business.