Embedded Files
Customer Complaints
This course outlines the standard procedures for handling customer complaints and escalating complaints when unable to resolve them in the office.
I developed this course using Articulate Storyline and included two videos produced in Vyond, which serve as an introduction and wrap up.
Introduction Video
This Vyond video was produced as an introduction to the Handling Customer Complaints segment of the training.
Wrap-Up Video
This Vyond video was produced as a conclusion to the Handling Customer Complaints training.
The course opens with a custom company logo entrance.
The learner is introduced to the topic and the outline of the procedures in an animated video.
The learner is directed to this dashboard where the learner is directed to select each button to reveal information.
Information is provided here as the information is animated in with the narration providing tips on how to handle complaints.
The learner is presented with a scenario on documenting a complaint. In the field, the learner must document complaints. Here they practice adding the appropriate notes in the system. Learners are provided two attempts with feedback provided.
The learner is presented with a scenario on escalating a complaint with a mutli-select question. Learners are provided two attempts with feedback provided.
The learner is presented with a scenario on customer complaints vis social media. Learners are provided two attempts with feedback provided.
Learners are provided an attempt to try again with two attempts. Once the learner selects the correct or incorrect answer feedback is provided.
The learner is provided a recap of the process for handling escalated complaints.
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