After you propose a remedy to a complaint, what is the next step?

• A. End the conversation immediately.
• B. Follow up to ensure the remedy was effective.
• C. Wait for the customer to contact you again.
• D. Escalate without communicating results.

Answer: (B)

The main idea here is closing the loop after you propose a remedy. After you offer a solution to a complaint, the next step is to follow up with the customer to verify that the remedy actually resolved the issue and that they’re satisfied.

Why this matters: checking back confirms the fix worked and shows you’re accountable for the outcome. It also gives the customer a chance to share whether anything remains imperfect, so you can adjust if needed. This follow-up helps protect trust, preserves goodwill, and can prevent a single complaint from turning into repeated issues.

If you don’t follow up, the problem may seem unresolved, the customer may feel ignored, and you miss a chance to confirm a complete resolution. Escalating without reporting results or waiting for the customer to reach out also disrupts communication and can frustrate the customer.

So the best next step is to reach out to ensure the remedy was effective and that the customer is satisfied.