Customer complaint handling skills matrix template

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With our free customer complaint handling skills matrix template, you will receive a clear overview of the skills that are present in your organization, as well as those that are missing. Using this information, you can develop and implement a plan to ensure that your employees’ skills are up to date, comprehensive, compliant, and ready for the future.

  • Certified Customer Experience Professional
  • Certified Customer Service Manager
  • Certified Customer Complaints Specialist
  • Certified Customer Relations Professional
  • Certified Complaint Handling Professional
  • Certified Call Center Supervisor
  • Certified Customer Service Representative
  • Certified Customer Feedback Analyst
  • Certified Contact Center Professional
  • Certified Customer Relations Manager
  • Certified Customer Satisfaction Analyst
  • Certified Customer Experience Strategist
  • Certified Complaint Resolution Specialist
  • Certified Customer Service Trainer
  • Certified Customer Success Manager
  • Certified Customer Engagement Specialist
  • Certified Customer Complaint Resolution Coach
  • Certified Contact Center Supervisor
  • Certified Customer Experience Designer
  • Certified Voice of the Customer Professional

Related skills

Effective Communication: Displaying strong communication skills to actively listen, empathize, and address customer concerns, qualities honed through customer service training and exemplified by the Certified Customer Service Professional (CCSP) certification.

Problem-Solving: Applying analytical thinking and creative solutions to resolve customer issues promptly and efficiently, a trait reinforced by the Certified Problem-Solving Specialist (CPSS) certification.

Conflict Resolution: Expertly managing conflicts and de-escalating tense situations, skills that are fundamental in effective customer complaint handling, endorsed by the Certified Conflict Resolution Specialist (CCRS) certification.

Empathy and Customer Focus: Demonstrating genuine empathy and maintaining a customer-centric approach while handling complaints, qualities validated by the Certified Customer Empathy Specialist (CCES) certification.

Continuous Improvement: Embracing a commitment to continuous improvement based on feedback and customer insights, a principle championed by the Certified Customer Experience Improvement Practitioner (CCEIP) certification.


Skills management software enhances customer service teams’ communication, conflict resolution, and empathy skills, leading to more effective complaint resolution and improved customer satisfaction.

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