Customer Care & Complaint Management

This badge was awarded for successfully completing the course ‘Customer Care & Complaint Management’ on atingi.org. The learner has developed knowledge about professional complaint management (e.g., concept of 3 R’s), high-quality customer experience, anticipation of customer needs and methods to apply customer-focused selling as well as long-term customer relationship building and its benefits. This micro-learning course is designed as a professional development opportunity for people working in the tourism and hospitality sector and as a means for the recognition of prior learning.

Issuer	atingi
Issued On	1739880000
Expires	-

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Get started wherever and whenever you want."},"endorsement":["https://openbadgefactory.com/v1/endorsement/_/ext_badge/wOq1DdlElKX52YjV4zZjnkzOAh0Ovy.json?event=SRW8U6a2KZTa74M","https://openbadgefactory.com/v1/endorsement/_/ext_badge/g4mft9aUYbRoCWaRMxmzSbze2V2z9l.json?event=SRW8U6a2KZTa74M","https://openbadgefactory.com/v1/endorsement/_/ext_badge/1G9bZFNmJSJBUKHUYlKSz1Sa0PCS4B.json?event=SRW8U6a2KZTa74M"],"tags":["complaintmanagement","customercare","customerexperience","customerrelationship","upselling"],"@language":"en","id":"https://openbadgefactory.com/v1/badge/_/R8S2GXaP4BaFWY.json?v=2.0&event=SRW8U6a2KZTa74M","name":"Customer Care & Complaint Management ","description":"This badge was awarded for successfully completing the course ‘Customer Care & Complaint Management’ on atingi.org. The learner has developed knowledge about professional complaint management (e.g., concept of 3 R’s), high-quality customer experience, anticipation of customer needs and methods to apply customer-focused selling as well as long-term customer relationship building and its benefits.  \n\nThis micro-learning course is designed as a professional development opportunity for people working in the tourism and hospitality sector and as a means for the recognition of prior learning.  ","criteria":{"narrative":"###Type of credential \n\nThis is a credential based on summative assessment. \n\n\n\n###General Learning Objectives  \n\n1. Demonstrate excellent customer complaint management skills. \n\n1. Devise a range of sales opportunities relevant to the care and satisfaction of customers. \n\n1. Evaluate customer satisfaction and create quality-enhancing measures in a business. \n\n1. Improve business’ long-term customer engagement capacity and increase customers’ lifetime value. \n\n###Course Topic and Specific Objectives  \n\n1. Insights into the concept of the 3 CRC, tactic and components of a complaint handling policy \n\n1. Understanding of customer satisfaction and anticipation of customers’ needs \n\n1. Understanding the benefits of loyal customers and long-term customer relationship \n\n###Learning Activities \n\nSelf-paced e-learning featuring: \n\n- Text and multimedia presentations that introduce key concepts and apply them to the workplace \n\n- Links to public websites and videos to add depth and relevance \n\n- Interactive checkpoints within the course to test for knowledge and understanding \n\n \n\n###Assessments \n\nThere 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.   \n\n \n\n###Estimated learning time \n\n1-2 hours \n\n \n\n###Competency category \n\nIndustry/ Sector \n\n \n\n###Level  \n\nNovice \n\n \n\n### About eAcademy for Tourism and Hospitality \n\nThe 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.   \n\n  \n\nWith 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.   \n\n  \n\natingi takes privacy and data protection seriously and complies with the General Data Protection Regulation (GDPR). \n\n\n\n### Critical Information Summary - Self Report \n\n- **Type of credential:** Certificate - summative assessment \n\n- **Title:** Customer Care & Complaint Management  \n\n- **Issuer:** atingi \n\n- **Date of issue:** see above \n\n- **Description:** see above \n\n- **Learning outcomes:** see above \n\n- **Effort including assessment:** 1-2 hours \n\n- **Duration:** 1 day or less \n\n- **Prerequisites:** None \n\n- **Relevant learning resources:** None \n\n- **Type of assessment:** Examination/Multiple Choice Questions \n\n- **Participation:** Online \n\n- **Supervision:** No \n\n- **Identity verification:** 1 factor \n\n- **Quality assurance:** Internal - project approval \n\n- **Endorsement:** Yes\n\n- **Learner impact:**  Nonformal Certificate \n\n- **Credits:** None \n\n- **Stackability:** Designed to stack. Can be stacked to earn the ‘Customer Service and Management in Tourism’ Novice Compound Badge.  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