Qus10) Discuss the importance of timely responses for the following:

• managing complaints and negative reviews
• answering enquiries to avoid complaints
• compliments to ensure the customer feels valued, not ignored and how responses can add value to reputation

Qus11)

11.1 Discuss the types of standard responses provided to customer complaints.

11.2 Discuss the role of a holding response on social media.

Qus12) Discuss the organisational chain of command for responding to and managing in terms of the following:

• compliments
• complaints and criticism
• crises

Qus13)

13.1 Discuss any three (3) reasons for resolving complaints offline.

13.2 Explain any two (2) advantages of resolving complaints offline.

Qus14)

14.1 Discuss any two (2) functions provided by social media and review platforms to manage persistent and damaging interactions.

14.2 Mention the factors to be considered before implementing the following:

• removal of comments
• reporting
• blocking and banning users

Qus15)

15.1 Discuss any three (3) signs of escalation.

15.2 Explain the following stages and level of conflict in escalation:

• Latent stage
• Perceived stage
• Felt stage
• Manifest stage
• Post-conflict aftermath stage

15.3 Discuss any three (3) techniques that can be used to resolve escalation.

Qus16) Discuss any four (4) principles of positive and professional online communications that minimise risk to organisational reputation

Qus17) Discuss the types of positive language and approaches that can be used when dealing with negativity, complaints and conflicts.