How should a team member handle a situation where communications regarding charges were missed?

The appropriate action for a team member in this situation is to educate the customer and follow up with the branch manager. This approach acknowledges the importance of transparency and proactive communication in building trust and maintaining a good relationship with the customer. By educating the customer about the missed communications regarding charges, the team member provides necessary information that can clarify any misunderstandings and alleviate potential frustrations.

Following up with the branch manager is also critical because it ensures that the issue is documented at a higher level, potentially leading to systemic changes to prevent future occurrences. This action demonstrates a commitment to customer service and ensures that the organization addresses any underlying issues that contributed to the communication breakdown.

In contrast, addressing the issue only if the customer complains disregards proactive customer service and could lead to greater dissatisfaction if the customer feels neglected. Ignoring the incident entirely could exacerbate problems and damage relationships. Simply documenting the incident without taking further action may acknowledge a problem, but it doesn't resolve the issue or enhance customer satisfaction. Hence, choosing to educate and escalate appropriately is the most constructive and responsible route.