Hard Skills
IntermediateDe-escalation TechniquesSpecific communication strategies used to reduce the intensity of a conflict or an angry customer's emotional state.
IntermediateCRM Software ProficiencyTechnical ability to navigate and update Customer Relationship Management systems to track complaint history and status.
IntermediateRegulatory Compliance KnowledgeUnderstanding of consumer protection laws and industry regulations relevant to handling formal complaints.
Soft Skills
AdvancedConflict ResolutionThe process of finding a peaceful solution to a disagreement or dispute between the company and a customer.
AdvancedEmpathetic CommunicationThe ability to understand and share the feelings of another person to build rapport during stressful interactions.