Once an item has been sent for repair, what should the associate's next step be?

Following up with the customer after an item has been sent for repair is crucial in maintaining effective communication and ensuring customer satisfaction. This step demonstrates a commitment to service, as it allows the associate to keep the customer informed about the progress of their repair and any potential delays that may arise. It reassures the customer that their issue is being addressed and fosters trust in the company.

Moreover, proactive communication can help manage customer expectations and provide an opportunity for the associate to answer any questions the customer may have about the repair process. This level of engagement can significantly enhance the overall customer experience, making them feel valued and supported throughout their service journey.