Customer Care & Complaint Management

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Type of credential

This is a credential based on summative assessment.

General Learning Objectives

1. Demonstrate excellent customer complaint management skills.

2. Devise a range of sales opportunities relevant to the care and satisfaction of customers.

3. Evaluate customer satisfaction and create quality-enhancing measures in a business.

4. Improve business’ long-term customer engagement capacity and increase customers’ lifetime value.

Course Topic and Specific Objectives

1. Insights into the concept of the 3 CRC, tactic and components of a complaint handling policy

2. Understanding of customer satisfaction and anticipation of customers’ needs

3. Understanding the benefits of loyal customers and long-term customer relationship

Learning Activities

Self-paced e-learning featuring:

• Text and multimedia presentations that introduce key concepts and apply them to the workplace

• Links to public websites and videos to add depth and relevance

• Interactive checkpoints within the course to test for knowledge and understanding

Assessments

There are several checkpoints for formative assessment embedded in the course. The course concludes with a final summative assessment consisting of 15 multiple-choice questions. Single or multiple answers are possible. Responses are automatically assessed. The assessment is regarded as passed if the examinee answered at least 80% of the questions correctly. Multiple attempts are permitted.

Estimated learning time

1-2 hours

Competency category

Industry/ Sector

Level

Novice

About eAcademy for Tourism and Hospitality

The digital learning platform “atingi.org” by the German Federal Ministry for Economic Cooperation and Development (BMZ) harnesses the tremendous potential of inclusive digitalization in education for everyone and everywhere by offering free and relevant learning content in the form of self-paced learning courses. atingi was developed by a team of digital experts at Gesellschaft für Internationale Zusammenarbeit (GIZ) and works closely with Smart Africa, the African Union’s digital initiative, as well as many other partners from business, politics, academia, and civil society.

With 10% of global GDP tourism and hospitality is one of the key global economic sectors offering millions of employment opportunities worldwide. The atinigi eAcademy Tourism and Hospitality is an offer developed for digital professional development for tourism and hospitality professionals with the aim to recognize prior learning, upskill and make industry-relevant skills and competencies visible to employers. The atingi eAcademy Tourism and Hospitality operates in close cooperation with the private sector to ensure rigorously assessed skills and competencies of tourism professionals are relevant for finding or improving employment.

atingi takes privacy and data protection seriously and complies with the General Data Protection Regulation (GDPR).

Critical Information Summary - Self Report

• Type of credential: Certificate - summative assessment

• Title: Customer Care & Complaint Management

• Issuer: atingi

• Date of issue: see above

• Description: see above

• Learning outcomes: see above

• Effort including assessment: 1-2 hours

• Duration: 1 day or less

• Prerequisites: None

• Relevant learning resources: None

• Type of assessment: Examination/Multiple Choice Questions

• Participation: Online

• Supervision: No

• Identity verification: 1 factor

• Quality assurance: Internal - project approval

• Endorsement: Yes

• Learner impact: Nonformal Certificate

• Credits: None

• Stackability: Designed to stack. Can be stacked to earn the ‘Customer Service and Management in Tourism’ Novice Compound Badge.