Resolve escalated complaints with customers

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Reference no: EM133774054

Question

Activity 1: Resolve Escalated Complaints with Customers To successfully complete Activity 1, you are expected to perform the following tasks and demonstrate the associated skills: Identify the potential for conflict and take swift, tactful action to prevent escalation:

• Recognise early signs of conflict or disagreement in each simulated scenario.

• Apply conflict resolution techniques to de-escalate the situation before it becomes unmanageable.

• Demonstrate your ability to remain calm and composed under pressure. Establish and agree on the nature and details of the conflict with all parties:

• Use effective communication skills, such as active listening and questioning techniques, to understand the perspectives of all involved parties.

• Ensure that each party feels heard and understood.

• Confirm the key issues and concerns with each party to create a shared understanding of the conflict.

Reference no: EM133774054

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