If you are ramping up service provision as a result of increased service needs, take a look at the online SOCAP Certification Framework which highlights the unique skills needed to be a complaints professional.
Effective complaint handling requires systems, processes and people working towards responsive, respectful and meaningful resolution of issues.
An important dimension in supporting effective complaint handling is recognising that those who deal with complaints need the relevant knowledge, skills and ethical understandings to do this work and that these competencies serve to reinforce and promote the professionalism that exists in the sector.
The table lists just some of the knowledge, skills and characteristics of an effective complaint professional, or development of them through ongoing professional development. For more detail and information download the online SOCAP Certification Framework
It is this ‘human’ dimension of complaint handling that is a key focus of the SOCAP Complaint Professional Certification. Assessment and certification supports positive human interaction by recognising and building levels of competency and skills for effectively managing complaints.
Learn more on how to become a SOCAP Certified Complaint Professional.
For more detail and information download the online SOCAP Certification Framework