Across
- 2. The person who may lodge a complaint or receive service.
- 4. The ability to understand and share the feelings of another.
- 6. The process of recording details for future reference.
- 9. The feeling when a complaint is resolved in a way that pleases the customer.
- 10. The process of finding a solution to a conflict or problem.
- 11. The ability to handle sensitive issues with care and confidentiality.
Down
- 1. A set of guidelines or rules that govern how conflicts should be handled.
- 3. The method or plan used to resolve a conflict or issue.
- 4. When a complaint becomes more severe or is raised to a higher authority.
- 5. Information provided to someone as a response to their actions or performance.
- 7. A key skill in resolving conflicts, involving paying attention to what others are saying.
- 8. A disagreement or clash between individuals or groups.