Detailed Course Description
eUniversity courses are created by real-world experts for real world professionals. This is an interactive multimedia course, combining animated text, videos & professional voiceover, that will keep learners engaged throughput the learning process. There are periodic “check for understanding” to ensure that learners fully understand the course material. There is an assessment at the end of the course. Learners can make unlimited number of attempts for the assessment. Completing the course & successfully passing the assessment will lead to a “Certificate of Completion”.
Course curriculum
"This course provides in-depth learning on this course. This course will cover the following topics.
1. Complaints
a. What are complaints and their characteristics?
b. Complaints- where did they come from?
c. Benefits of handling complaints
d. Dangers of handling complaints
2. Prospective, perceptions and Expectations
a. Reality and the complaints
b. Dealing with perception and expectation
c. Fact versus feelings
3. Complaint Handling Process
a. Complaint handling process
b. Components of handling process
c. Building the process
d. Systematization
4. People in the process
5. Handling Documentation
a. Handling documents
b. Documentation habits
c. Documentation design
d. Capturing the complaints
6. Formulating the solution
a. Formulating the solution
7. RADARS Criteria for complaint resolution
a. Steps of the RADARS Criteria
8. Ownership of the process
a. Roles , objectives ,and training
b. Measuring a complaints handling system
c. Auditing the process
9. Continuous Improvement
a. Plan, do, check, act
b. Trading & tracking
10. Failure of complaints system
a. Impact on failure of complaints handling system
b. Cause of failure of complaint handling system
c. Why some people Don’t complain"
Benefits of the course
"1. Explain the various documentation requirements
2. Use tracking and trending of complaints for continuous improvement
3. Understand how a more professional approach to the handling of complaints in the organization can deliver benefits in terms of increased customer satisfaction
4. Explain the various documentation requirements"
USP of the course
This is an interactive multimedia course, combining animated text, videos & professional voiceover, that will keep learners engaged throughput the learning process. There are periodic “check for understanding” to ensure that learners fully understand the course material. There is an assessment at the end of the course. Learners can make unlimited number of attempts for the assessment. Completing the course & successfully passing the assessment will lead to a “Certificate of Completion”.
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08587999769
