Complaints and Claims Management Course

In this course you will learn:

• How to give value to the comments and information provided by the client
• To induce a change of attitude in the interlocutor
• Skills to detect the improvement opportunities in the complaint and increase the knowledge of the client's needs
• The behavioral and attitudinal characteristics of the clients who complain or complain, to understand and handle the situation more effectively and give them the appropriate solution

The Complaints and Claims Management course lasts 20 hours , divided into the following modules:

1. Orient the management of the company towards the client

2. How to achieve customer satisfaction

3. Measure satisfaction

4. The absence of claims does not imply the absence of customers

5. Dissatisfied customer behavior

6. The new speaker: internet

7. Claims What are they for?

8. Who has to deal with complaints and claims?

9. Staff attitude to a complaint

10. Personalized treatment: the manager's call

11. How to turn a complaint into a loyal customer

12. Consolidation

13. The quality of customer service

14. Communication as a key in the management of complaints and claims

15. Persuasive communication techniques in 'telephone contact' and 'face to face'

* The course syllabus can be adapted to the needs of the company in case of enrollment of more than 10 students per course.

Professionals or interested in the world of Customer Service in general and in Claims Service in particular.

Complaints and claims management is an existing function in all companies large and small. It will be very useful to work in the areas of customer or consumer service, physically or online.

For companies, it is a perfect training for Customer Service Departments, Claims Management Departments, Customer Experience Areas, Quality areas or customer service, Administration and finance personnel, Collection areas, Commercial and in general all personnel of the company with an important part of its work managed clients.

The formative dynamics, for companies that enroll more than 10 students, part of a previous study, in which those areas that require greater reinforcement are analyzed. The previous analysis allows us to use real cases of the client company in the training action.

Aimed at individuals and companies, eAlicia University, is a platform for studying online specific content related to customer service in all its areas, such as customer management through different channels, management and supervisory leadership of a Contact Center or the personal development skills and professional effectiveness necessary to occupy a prominent position in the sector.

The main objective is to provide quality and professional elearning training that allows anyone to specialize in different topics related to customer service.

eAlicia University is an elearning platform, practical and simple to use. The courses can be followed from any device during the contracted period.

After receiving the access codes by email, you will be able to connect to the platform and enjoy the specific contracted content.

You will have access to the necessary functionalities to carry out the course or courses to which you are enrolled.

It is not necessary to have a high computer level to take the course. Each course is structured in different topics, where you will find the training content and the relevant evaluation tests.

In addition, you will have access to your notes and file with the history of all the courses.

On the screen, you will see the list of registered courses, as well as a brief explanation and the progress status of each one.

Companies that contract eAlicia University will have added customization options.

To receive the access codes to the enrolled courses, it will be necessary to make the payment.

The forms of payment that we have available are credit or debit cards (Visa, Mastercard and Maestro) or through your UnionPay card. And just by providing us with your email we will activate the possibility of paying by bank transfer or deposit into account!

The payments made are totally safe. Your bank details are transmitted directly to the banks' collection platforms, without eAliciaUniversity or third parties accessing sensitive information at any time.

Each time you enter the shopping cart, you access a secure page to guarantee the confidentiality of all data and payment methods. This process can take a few seconds.

All prices have VAT included.

For companies that wish to purchase more than 10 courses or extend the access time to the platform, they will be able to check the discounts in the shopping cart.

The data for the issuance of invoices must be completed in the form that appears after accepting the shopping cart.

Companies will be able to access other payment methods if they are already clients through the email info@ealiciauniversity.com

• Online content of the contracted course / s
• Content developed by professionals in the sector in Spain
• Entirely content in Spanish
• Minimum period to study: 2 months
• Access allowed from any mobile device with internet access
• Access allowed 365days 24h
• Personalized access keys for each user or student
• Access codes for tutor, in case of being a company
• It allows to view the progress of the students in the enrolled courses (connection time, last date ...)
• Knowledge assessment exams
• Customization options for businesses
• Online support
• Accrediting Diploma

The start of the Training Action for the participants will depend on the type of training contracted.

The sending of the access credentials will be:

- For eLearning training : from five working days after hiring (without FUNDAE Management).

- In the case of 100% Bonus eLearning training (Exclusive training for companies) - 12 days before the start of the course (for Companies with a Committee at least 15 days in advance, according to the legislation).

The FUNDAE Bonus Management is included in the price.