Which of the following is NOT a step employees should follow when addressing customer complaints?

When addressing customer complaints, it is crucial for employees to engage with the customer in a constructive manner. Ignoring the complaint fundamentally undermines the purpose of customer service, which is to resolve issues and enhance customer satisfaction.

Listening to the customer is an essential first step. It allows employees to understand the concerns fully and demonstrates that the company values the customer’s opinions. Acknowledging the issue is equally vital as it reassures the customer that their grievances are taken seriously. Following up on the resolution further strengthens the relationship by showing continued support and commitment to customer satisfaction.

Overall, ignoring customer complaints dismisses the customer's feelings and can lead to negative experiences, potentially driving customers away. Adhering to the other steps fosters a positive environment where issues are resolved effectively and customers feel heard and valued.