Why is it important for ACSMs to keep customers informed during the resolution process?

Keeping customers informed during the resolution process is vital for maintaining customer trust and satisfaction. When customers are regularly updated about the progress of their issues, they feel valued and acknowledged. It reassures them that their concerns are being taken seriously and that efforts are being made to resolve their problems. This transparency fosters a positive relationship between the customer and the associate, enhancing loyalty and reducing frustration.

When customers are left in the dark, they may feel neglected or anxious, which can lead to dissatisfaction and a lack of trust in the company's ability to provide support. By prioritizing communication, ACSMs create a more reassuring experience, allowing customers to feel engaged in the process rather than sidelined. This approach not only helps in resolving the current issue but also establishes a foundation for a long-term positive relationship with the customer.