Explain conflict Conflict management techniques management Listen techniques used in dealing with Be assertive not aggressive – upset customers Remain calm Show understanding and be prepared to seek a solution Consider a compromise Recognize when it is not working and when to involve others. Answer: Explain organisational Answer: procedures for dealing with customer complaints Explain when to escalate Answer: customers’ complaints Explain the cost and Answer: regulatory implications of admitting liability on the basis of a customer complaint Explain the advantages Answer: and limitations of offering compensation or replacement products and/or services Evidence may be supplied by: Professional discussion Reflective account Questioning Organisational policies and procedures Conflict management techniques Service offer
Explain conflict management techniques used in dealing with upset customers Conflict management techniques Listen Be assertive – not aggressive Remain calm Show understanding and be prepared to seek a solution Consider a compromise Recognize when it is not working and when to involve others. Answer: Explain organisational procedures for dealing with customer complaints Answer: Explain when to escalate customers’ complaints Answer: Explain the cost and regulatory implications of admitting liability on the basis of a customer complaint Answer: Explain the advantages and limitations of offering compensation or replacement products and/or services Answer: Evidence may be supplied by: Professional discussion Reflective account Questioning Organisational policies and procedures Conflict management techniques Service offer
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