Complaint Handling
Complaint Handling is the capacity to effectively manage and resolve customer complaints, showcasing strong empathy, active listening, and communication skills. It also requires the ability to analyze issues, devise appropriate solutions, and communicate timely responses, all while maintaining a professional, customer-oriented approach.
Level 1: Emerging
At an emerging level you are beginning to develop the skills to effectively and empathetically respond to customer complaints, demonstrate understanding and find resolution to the customer's satisfaction.
Level 2: Proficient
At a proficient level you are skilled at calmly and effectively resolving customer complaints, demonstrating empathy and understanding while finding satisfactory solutions in a timely manner within a Customer Support & Service context.
Level 3: Advanced
At an advanced level you are adept at effortlessly diffusing escalated customer complaints, demonstrating exceptional problem-solving skills and strategic thinking to turn negative experiences into positive outcomes.
