Handle your own complaints?
A member of a customer service team makes a mistake that results in a customer complaint to the complaints department (a specialist team).
Should the person who handled the original task be responsible for fixing the issue?
Or should it be resolved at the complaints department and then fedback to the manager of the consultant for feedback/coaching.
Keen to hear perspectives on this.
There is the 'learn from your mistake' philosophy by passing it back to original consultant but also a missed chance for the specialist in the complaints department to actually smooth things over for the customer themselves.