Complaint Management
(การจัดการข้อร้องเรียน)
Definition
Complaint Management (การจัดการข้อร้องเรียน) Soft Skill
The ability to effectively handle, resolve, and learn from customer or client complaints to improve satisfaction and service quality.
Expertise Level
Level 1
Basic
1. Listens attentively to customer complaints without interruption.
2. Acknowledges complaints promptly and politely.
3. Follows simple procedures for reporting complaints.
Level 2
Intermediate
1. Analyzes the cause of complaints to find practical solutions.
2. Communicates effectively to reassure and update complainants.
3. Handles complaints independently following company policies.
Level 3
Advanced
1. Develops and implements complaint management strategies to prevent recurrence.
2. Leads training or coaching on complaint handling best practices.
3. Uses complaint feedback to drive continuous service improvement.
