What step comes immediately after listening to a customer complaint in the LAST method?

After listening to a customer complaint in the LAST method, the next step is to apologize. This step is crucial because it acknowledges the customer's feelings and shows empathy for their experience. An effective apology can help to defuse tension and demonstrate that you value the customer's perspective. It sets a positive tone for the subsequent steps of resolving the issue.

By saying you're sorry for the inconvenience or problem they faced, you not only validate their concerns but also begin to build trust and rapport. This can pave the way for a more constructive dialogue, ultimately leading to a more satisfactory resolution for the customer.