Complaint Resolution — Highfield Qualifications Other Life Skills Qualification Employability & Work Skills Revision

    This element focuses on equipping learners with practical strategies to manage and resolve complaints effectively in a work setting. It differentiates betw

    Topic Synopsis

    This element focuses on equipping learners with practical strategies to manage and resolve complaints effectively in a work setting. It differentiates between merely handling a complaint and achieving full resolution, addresses the unique challenges of social media complaints, and identifies escalation warning signs. Mastery of these skills enhances customer service and employability.

    Key Concepts & Core Principles

    Exam Tips & Revision Strategies

    Common Misconceptions & Mistakes to Avoid

    Examiner Marking Points

    Complaint Resolution

    HIGHFIELD QUALIFICATIONS
    vocational

    This element develops learners' ability to distinguish between merely handling a complaint and fully resolving it, including addressing underlying issues and restoring customer confidence. It also covers the unique challenges of complaints on social media, recognising signs of escalation, and applying effective communication and problem-solving techniques to achieve mutually satisfactory outcomes.

    24
    Learning Outcomes
    43
    Assessment Guidance
    45
    Key Skills
    25
    Key Terms
    47
    Assessment Criteria

    Assessment criteria

    Highfield Entry Level Award in Personal Development for Employability (Entry 3) (RQF)
    Highfield Entry Level Extended Certificate in Personal Development for Employability (Entry 3) (RQF)
    Highfield Entry Level Certificate in Personal Development for Employability (Entry 3) (RQF)
    Highfield Level 1 Extended Certificate in Personal Development for Employability (RQF)
    Highfield Level 2 Award In Personal Development for Employability (RQF)
    Highfield Level 1 Diploma In Personal Development for Employability (RQF)
    Highfield Level 2 Extended Certificate in Personal Development for Employability (RQF)
    Highfield Level 2 Certificate In Personal Development for Employability (RQF)
    Highfield Level 1 Certificate In Personal Development for Employability (RQF)
    Highfield Level 2 Diploma In Personal Development for Employability (RQF)
    Highfield Level 1 Award In Personal Development for Employability (RQF)

    Topic Overview

    The Highfield Entry Level Certificate in Personal Development for Employability (Entry 3) (RQF) is a foundational qualification designed to equip learners with the essential skills, knowledge, and attitudes needed to succeed in the workplace. It covers key areas such as self-assessment, goal setting, teamwork, communication, and understanding workplace expectations. This qualification is ideal for students who are preparing for employment, further study, or apprenticeships, as it builds confidence and practical abilities that employers value.

    This qualification matters because it bridges the gap between education and employment. In today's competitive job market, employers seek candidates who not only have technical skills but also demonstrate reliability, adaptability, and effective interpersonal skills. By completing this certificate, students gain a recognised credential that proves their readiness for work, while also developing a personal development plan that can guide their career journey. It fits within the wider subject of Employability & Work Skills by providing a structured framework for self-improvement and workplace preparation.

    Throughout the course, students will explore topics such as identifying their own strengths and weaknesses, setting realistic goals, working collaboratively in teams, communicating clearly, and understanding health and safety in the workplace. The qualification is assessed through a portfolio of evidence, allowing students to demonstrate their learning in practical, real-world contexts. This hands-on approach ensures that students not only learn theory but also apply it, making the qualification highly relevant and beneficial for future employment.

    Key Concepts

    Core ideas you must understand for this topic

    • →Self-assessment and reflection: Understanding your own skills, strengths, and areas for development is crucial for personal growth and employability.
    • →Goal setting: Learning to set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals helps you plan your career and track progress.
    • →Teamwork and collaboration: Working effectively with others, respecting different roles, and contributing to group tasks are essential workplace skills.
    • →Communication skills: Being able to listen, speak clearly, and write appropriately for different audiences is key to success in any job.
    • →Workplace expectations: Knowing about punctuality, dress code, health and safety, and following instructions prepares you for the realities of employment.

    Learning Objectives

    What you need to know and understand

    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Differentiate between complaint handling and complaint resolution with reference to customer satisfaction outcomes.
    • Apply appropriate social media communication strategies to address publicly visible complaints.
    • Detect early warning signs of complaint intensification and implement de-escalation methods.
    • Demonstrate active listening, empathy, and problem-solving in a complaint resolution scenario.
    • Evaluate the impact of timely and effective resolution on organisational reputation and customer loyalty.
    • Assess your own personal attributes and identify areas for development in complaint resolution contexts.
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Differentiate between complaint handling and complaint resolution, explaining distinct processes and desired outcomes.
    • Evaluate appropriate response strategies for complaints received via social media, considering speed, tone, and public visibility.
    • Identify early warning signs of complaint intensification, such as aggressive language or repetition, and propose immediate de-escalation actions.
    • Demonstrate active listening, empathy, and problem-solving techniques in role-played complaint resolution scenarios.
    • Assess the importance of personal attributes like patience, resilience, and impartiality in achieving a satisfactory resolution.
    • Apply a structured complaint resolution model (e.g., acknowledge, investigate, respond, follow up) to a given case study.
    • Differentiate between handling and resolving a complaint in a customer service context.
    • Outline strategies for managing complaints received via social media platforms.
    • Identify signs of complaint intensification and describe appropriate de-escalation methods.
    • Demonstrate the application of key skills, attributes and techniques required to resolve a complaint effectively.
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints

    Assessment Criteria

    Key criteria assessors look for in your portfolio

    • Award credit for clearly differentiating between complaint handling (e.g., logging, acknowledging) and resolution (e.g., implementing a solution that satisfies the complainant).
    • Award credit for demonstrating appropriate strategies for managing complaints on social media, such as moving conversations to private channels while remaining transparent.
    • Award credit for identifying early warning signs of complaint intensification (e.g., increased emotional language, threats to escalate) and describing proactive de-escalation techniques.
    • Award credit for evidencing the use of key skills and attributes such as active listening, empathy, patience, and creative problem-solving in a complaint scenario.
    • Award credit for clearly differentiating between complaint handling (acknowledgement, logging, initial response) and complaint resolution (full settlement, root cause address, customer satisfaction).
    • Credit should be given for identifying specific appropriate responses to social media complaints, such as moving the conversation to a private channel, maintaining brand tone, and timely public acknowledgment.
    • Evidence must demonstrate recognition of at least two intensification signs (e.g., raised voice, threatening language, repeated contacts) and corresponding avoidance strategies (e.g., active listening, offering alternatives, staying calm).
    • Assessors should look for practical demonstration or written explanation of key resolution techniques, including empathy, problem-solving, negotiation, and clear communication.
    • Award credit for clearly distinguishing between handling a complaint (acknowledging and logging) and resolving it (achieving a satisfactory outcome for all parties).
    • Award credit for demonstrating an understanding of social media complaint protocols, such as responding promptly and publicly, then moving to private communication.
    • Award credit for identifying at least two signs of complaint intensification (e.g., raised voice, threatening language, increased contact frequency) and suggesting an appropriate de-escalation technique.
    • Award credit for listing and applying key resolution skills, such as active listening, empathy, and problem-solving, in a scenario.
    • Award credit for clearly distinguishing between handling (e.g., logging, acknowledging) and resolving (e.g., implementing a solution, ensuring satisfaction) complaints with relevant workplace examples.
    • Award credit for outlining appropriate steps to address complaints on social media, including timely response, taking the conversation offline, or public acknowledgment where necessary.
    • Award credit for identifying at least three signs of complaint intensification (e.g., raised voice, aggressive language, threats, repeated contact) and explaining methods to avoid escalation (e.g., active listening, empathy, offering solutions).
    • Award credit for describing key skills and techniques for complaint resolution, such as active listening, empathy, problem-solving, and negotiating, with clear examples of their application.
    • Award credit for clearly distinguishing between complaint handling (e.g., logging, acknowledgement) and resolution (e.g., root cause analysis, sustainable solution) with relevant workplace examples.
    • Look for evidence of appropriate social media response strategies, such as timely public acknowledgement followed by private resolution attempts, maintaining brand tone.
    • Assess candidate's ability to identify intensification signals (e.g., repeated contacts, emotional language, threats of escalation) and describe at least two de-escalation methods (e.g., empathy statements, offering choices).
    • Credit demonstration of effective resolution techniques including active listening, problem-solving, negotiation, and a commitment to follow-up, supported by a practical scenario.
    • Award credit for clearly explaining that handling refers to the process of receiving, logging, and providing an initial response, while resolution involves a satisfactory outcome and root cause elimination.
    • Look for recognition that social media complaints require prompt, transparent, and often public replies, with sensitive matters moved to private channels.
    • Expect identification of signs such as raised voice, threats, or repeated contact, and credit for suggesting calm tone, empathetic acknowledgment, and solution-focused language.
    • In role-play or written evidence, reward consistent use of open body language, summarising, questioning techniques, and offering realistic solutions.
    • Recognise that learners who reference company policies and data protection appropriately demonstrate professional awareness.
    • Award credit for clearly distinguishing between complaint handling (acknowledging and logging) and complaint resolution (reaching a satisfactory conclusion and implementing preventive measures).
    • Credit responses that outline a structured process for monitoring and responding to social media complaints, including timely public acknowledgment and private follow-up.
    • Assessor should look for identification of at least three signs of complaint intensification (e.g., raised voice, threats of escalation, repeated contacts) and appropriate avoidance methods.
    • Demonstration of active listening, empathy, and solution-focused language as key techniques for resolving complaints should be rewarded.
    • Award marks for explaining how to document and escalate unresolved complaints, showing understanding of organisational procedures.
    • Award credit for clearly distinguishing handling (logging, acknowledging) from resolving (investigating, providing redress and preventing recurrence).
    • Reward identification of specific social media response tactics, such as moving a heated conversation to a private channel while maintaining a public holding response.
    • Give marks for recognizing verbal and non-verbal cues of escalation (e.g., raised voice, threats, emotional language) and linking them to appropriate de-escalation phrases.
    • Assess demonstration of key communication micro-skills: paraphrasing, open body language, calm tone, and use of customer’s name.
    • Credit explanation of how professionalism, empathy, and a solution-focused mindset contribute to both customer satisfaction and personal employability.
    • Award credit for accurately defining the difference between complaint handling and resolution with reference to empathy or action.
    • Look for identification of specific social media considerations such as public visibility and timely response.
    • Assess the learner's ability to list at least three signs of complaint escalation (e.g., raised voice, aggressive language, repeated contact).
    • Credit demonstration of active listening and use of positive language when simulating complaint resolution.
    • Award credit for clearly differentiating between complaint handling (immediate, transactional actions) and complaint resolution (identifying root cause and implementing lasting solutions).
    • Provide evidence of understanding social media complaint protocols, including timely acknowledgement, moving conversations to private channels, and maintaining brand tone.
    • Demonstrate recognition of escalation signs (e.g., repeated contacts, threat of public exposure) and appropriate avoidance methods such as active listening, empathy, and offering concrete next steps.
    • Show application of key resolution techniques like the HEAT model (Hear, Empathize, Apologize, Take action) or similar frameworks, with emphasis on personal attributes such as patience and professionalism.
    • Award credit for clearly differentiating between handling (e.g., recording details) and resolving (e.g., implementing a solution) with relevant examples.
    • Expect evidence of understanding how to respond to social media complaints: prompt acknowledgment, maintaining a professional tone, and moving to private channels when appropriate.
    • Look for identification of escalation signs (e.g., aggressive language, threats to go public) and description of de-escalation methods (e.g., active listening, offering a cooling-off period).
    • Assess demonstration of skills like active listening, empathy, problem-solving, and the use of positive, solution-focused language during role-play or written tasks.

    Assessment Guidance

    Guidance for achieving higher grades

    • 💡In written assessments, always separate 'handling' steps (immediate actions) from 'resolution' steps (longer-term solutions and follow-up).
    • 💡When discussing social media complaints, mention the importance of speed, tone, and transitioning to offline resolution if necessary.
    • 💡Use real-world examples or role-play to demonstrate de-escalation techniques, and reference specific signs of intensification in your evidence.
    • 💡Structure your answers around the three key phases: immediate response, investigation, and final resolution, highlighting the attributes used at each stage.
    • 💡Use real or simulated complaint scenarios in your evidence to showcase your understanding; structure your response using the 'Listen, Empathise, Apologise, Resolve' (LEAR) model.
    • 💡For social media, always include a step that protects customer privacy and brand reputation, such as 'take the conversation to a direct message' and provide a response timeframe.
    • 💡When discussing intensification, mention both verbal and non-verbal signs (for face-to-face/phone) and explicit/implicit threats (for written complaints), linking each to a de-escalation technique.
    • 💡Review the qualification's grading criteria and ensure your portfolio includes a reflective account of at least one complaint you have successfully resolved, highlighting the skills used.
    • 💡When completing written tasks, use clear examples to illustrate the difference between handling and resolving a complaint.
    • 💡For social media scenarios, always mention the importance of taking the conversation offline after an initial public acknowledgment to protect privacy.
    • 💡In role-play assessments, demonstrate active listening by paraphrasing the complainant's concerns before offering a solution.
    • 💡Remember that assessors are looking for evidence of empathy and professionalism; even in a simulated complaint, maintain a respectful tone.
    • 💡For written assignments, use specific, real-world scenarios to illustrate the differences between handling and resolving complaints, such as a customer service case study.
    • 💡When discussing social media complaints, always consider the impact of public visibility and suggest strategies that protect the organization's reputation while resolving the issue.
    • 💡In role-play assessments, demonstrate active listening and empathy through verbal and non-verbal cues, and clearly show the transition from handling to resolution.
    • 💡Structure your evidence using the STAR method (Situation, Task, Action, Result) to showcase real or simulated complaint resolution, ensuring you highlight the resolution phase distinctly.
    • 💡For social media complaints, demonstrate awareness of moving conversations to private channels where appropriate, while leaving a public trail of professional responsiveness.
    • 💡When illustrating skills, always link specific techniques (e.g., paraphrasing, calm tone) to their impact on de-escalation and resolution outcomes.
    • 💡In recorded discussions or written reflections, explicitly reference organisational policies and the value of aftercare (e.g., follow-up calls) to prove resolution, not just containment.
    • 💡Use the terminology precisely: always distinguish between handling steps and resolution outcomes in written answers.
    • 💡For social media scenarios, stress the importance of public acute response and private detailed resolution.
    • 💡Provide specific examples when discussing escalation signs and de-escalation phrases to demonstrate applied knowledge.
    • 💡In practical assessments, showcase both verbal (paraphrasing, tone) and non-verbal (eye contact, nodding) active listening.
    • 💡Link personal attributes to actual complaint scenarios to show reflective practice and employability readiness.
    • 💡For scenario-based assessments, always first differentiate between handling and resolving the complaint: show that you would acknowledge and log the complaint before moving to resolution steps.
    • 💡When answering social media complaint scenarios, structure your response to include: monitoring, public acknowledgment within a set timeframe, moving to direct message, and follow-up.
    • 💡To demonstrate knowledge of intensification signs, list observable behaviours (e.g., aggressive language, mention of legal action) and match each with a de-escalation method such as empathetic restatement or offering a concrete next step.
    • 💡Use the 'LEARN' model (Listen, Empathise, Apologise, React, Notify) or similar framework explicitly in your written answers to show structured complaint resolution.
    • 💡Use a recognized complaint resolution model (e.g., HEAT – Hear, Empathise, Apologise, Take action) as a framework for written or practical assessments.
    • 💡In role-play tasks, pause before responding to show thoughtfulness; assessors value demonstrable active listening over rushed solutions.
    • 💡Remember that social media complaints require both prompt public acknowledgement and private, personalised resolution – referencing platform-specific features (e.g., direct message) can earn additional credit.
    • 💡For written tasks, clearly separate your explanation of handling (process) and resolution (outcome).
    • 💡When dealing with social media scenarios, always mention the importance of taking the conversation offline while acknowledging the complaint publicly.
    • 💡In practical assessments, demonstrate active listening by paraphrasing the complainant's concerns before offering a solution.
    • 💡Memorise a simple de-escalation model, such as CALM (Clarify, Acknowledge, Listen, Move forward), to structure responses.
    • 💡In portfolio evidence, include real or simulated examples that show both handling and resolution stages, with reflective notes on what distinguishes them.
    • 💡For the social media objective, prepare a policy document or role-play recording that demonstrates how to respond to a complaint on a public platform within the required timeframes.
    • 💡When explaining complaint intensification, use a case study to highlight triggers and how you applied specific avoidance methods, linking directly to the theories taught.
    • 💡Video evidence is highly effective—record a role-play where you demonstrate a complaint resolution technique from start to finish, showcasing your listening, empathy, and problem-solving skills.
    • 💡In assessments, always link theory to practice by using realistic complaint scenarios to demonstrate your decision-making process.
    • 💡When dealing with social media complaints, emphasize the importance of a timely, empathetic, and private follow-up to protect brand image.
    • 💡Use active listening techniques in role-plays: paraphrase the customer's concerns and validate their feelings before offering a solution.
    • 💡Highlight that effective complaint resolution can enhance customer loyalty; this shows understanding of the bigger picture beyond just a quick fix.
    • 💡Tip 1: Use specific examples from your own experience when creating your portfolio. For instance, if you worked on a group project, describe your role, what you did, and what you learned. This shows genuine understanding and application.
    • 💡Tip 2: When setting goals, make sure they are truly SMART. Avoid vague goals like 'get better at teamwork'. Instead, say 'complete two group tasks by the end of the month, contributing at least one idea in each session'.
    • 💡Tip 3: Review the assessment criteria carefully before submitting your portfolio. Each piece of evidence should clearly link to a specific learning outcome. Use checklists to ensure you haven't missed anything.

    Common Mistakes

    Common errors to avoid in your coursework

    • Assuming that acknowledging a complaint is the same as resolving it without addressing the root cause.
    • Responding to social media complaints publicly with personal or confidential information, rather than guiding the conversation to a private message.
    • Failing to recognise non-verbal or linguistic cues that indicate a complaint is escalating, leading to increased hostility.
    • Using scripted, impersonal responses instead of tailoring communication to the individual's tone and specific concerns.
    • Confusing complaint handling with resolution; many learners describe only the initial steps and fail to address the outcome or follow-up.
    • Overlooking the permanence and public nature of social media complaints, leading to suggestions of inappropriate public arguments or deletion of negative comments.
    • Failing to identify subtle intensification cues, such as a customer repeatedly asking for a manager or using legal jargon.
    • Relying solely on scripted apologies without demonstrating genuine empathy or active listening, which can further aggravate the complainant.
    • Confusing complaint handling with resolution; learners often think acknowledging a complaint is enough without ensuring the issue is fixed.
    • Believing that social media complaints should be ignored or deleted, rather than addressed transparently.
    • Failing to recognize early signs of escalation, leading to reactive rather than proactive responses.
    • Using defensive language when resolving complaints, instead of remaining calm and objective.
    • Confusing complaint handling with resolution, often assuming that logging a complaint is sufficient without follow-up or satisfactory outcome.
    • Failing to adapt communication style when dealing with complaints on social media, such as not recognizing the public nature and the need for a measured, professional response.
    • Not identifying subtle signs of escalation early enough, leading to a failure in applying de-escalation techniques in time.
    • Treating complaint handling and resolution as the same process, neglecting the need for a final, satisfactory outcome.
    • Using generic or defensive public replies to social media complaints, failing to protect the organisation's reputation through empathetic and proactive engagement.
    • Overlooking early warning signs of intensification, such as a customer's change in tone or request for a manager, leading to unnecessary escalation.
    • Relying solely on one technique (e.g., offering compensation) without first understanding the customer's underlying needs or emotions.
    • Using 'handling' and 'resolving' interchangeably, failing to see that resolution requires closure and satisfaction.
    • Replying defensively or ignoring complaints on social media, risking reputational damage.
    • Not recognising the signs of escalation and inadvertently provoking customers with confrontational language.
    • Relying on a single technique (e.g., only empathy) without progressing to practical solutions.
    • Overlooking the need to follow up after a resolution to ensure long-term satisfaction.
    • Confusing complaint handling with resolution; many learners assume handling a complaint (e.g., logging it) is the same as resolving it to the customer's satisfaction.
    • Overlooking the public nature of social media complaints and responding defensively or inappropriately, rather than taking the conversation to a private channel.
    • Failing to recognise early warning signs of intensification, such as emotional escalation or statements of intent to escalate externally, leading to avoidable conflict.
    • Using generic, scripted responses that lack personalisation and empathy, which can exacerbate the complaint rather than resolve it.
    • Neglecting to follow up after an initial resolution, missing the opportunity to ensure the solution was effective and the customer is satisfied.
    • Confusing complaint resolution with simple complaint logging, omitting follow-up or root cause analysis.
    • Treating social media complaints informally or defensively, thereby escalating public dissatisfaction rather than containing it.
    • Failing to recognise early signs of intensification and instead matching the customer’s negative emotional state.
    • Overlooking the need for a structured approach, leading to inconsistent or non-compliant resolutions.
    • Confusing complaint handling with complaint resolution, treating them as synonymous.
    • Failing to consider the permanence and public nature of social media complaints.
    • Assuming all complaints will follow a linear pattern, missing subtle cues of intensification.
    • Using defensive or dismissive language during role-play exercises.
    • Learners often confuse handling with resolution, assuming that closing a ticket is the same as solving the underlying issue.
    • Responding defensively on social media or deleting negative comments, instead of acknowledging the complaint publicly and moving to private resolution.
    • Failing to recognize early signs of intensification—such as a customer raising their voice or becoming repetitive—and missing opportunities to de-escalate.
    • Over-reliance on scripts without personalizing responses, causing the complainant to feel unheard and escalating the issue further.
    • Thinking that handling (simply acknowledging) a complaint is sufficient without providing a resolution.
    • Believing social media complaints should be fully handled in public view, risking reputation and privacy breaches.
    • Failing to notice early signs of escalation such as repeated complaints, emotional outbursts, or subtle threats, leading to a crisis.
    • Assuming that resolving every complaint means giving the customer everything they ask for, rather than negotiating a fair and mutually acceptable outcome.
    • Misconception: 'Personal development is only about fixing weaknesses.' Correction: While addressing weaknesses is important, personal development also involves building on your strengths and recognising what you already do well.
    • Misconception: 'Employability skills are just common sense.' Correction: Many employability skills, like effective teamwork or professional communication, need to be learned and practised. They are not always intuitive.
    • Misconception: 'This qualification is only for people who don't know what job they want.' Correction: This qualification is valuable for anyone entering the workforce, regardless of career goals, as it provides transferable skills that all employers look for.

    Frequently Asked Questions

    Common questions students ask about this topic

    Before You Start

    Prior knowledge that will help with this topic

    • •Basic literacy and numeracy skills at Entry 3 level or equivalent.
    • •An interest in developing personal and work-related skills.
    • •No formal qualifications are required, but some experience of group work or volunteering can be helpful.

    Key Terminology

    Essential terms to know

    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Complaint handling versus resolution
    • Social media complaint management
    • Complaint escalation and de-escalation
    • Interpersonal skills for resolution
    • Professional attributes and techniques
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Handling vs Resolution
    • Digital Complaint Management
    • Escalation Indicators
    • De-escalation Techniques
    • Customer Communication Skills
    • Professional Attributes
    • Complaint handling vs resolution
    • Social media complaint management
    • De-escalation strategies
    • Interpersonal skills for resolution
    • Signs of intensification
    • Conflict avoidance techniques
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints
    • Understand the differences between handling and resolving complaintsUnderstand how to deal with complaints on social mediaKnow the signs of complaint intensification and methods of avoidanceKnow the skills, attributes and techniques that can be used to resolve complaints

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