What should a business always do when it receives a complaint?

When a business receives a complaint, reporting it is a critical action to undertake. This allows the business to document the issue, understand the scope of the complaints, and identify any recurrent problems with products or services. By reporting the complaint, the business can analyze patterns, improve quality control, and enhance customer service strategies. Furthermore, documenting complaints is vital for compliance, transparency, and maintaining customer trust.

The other options do not contribute to effectively addressing customer complaints. Ignoring complaints can damage a business’s reputation and customer relationships, escalating immediately may not always be necessary and can lead to confusion or unnecessary delays, and replacing a product without any discussion can undermine the complaint resolution process and may not address the underlying issue.