Complaint Resolution Policy
Queries And Complaint Handing Policy
Following are the objectives of this policy:
All customers are treated equally and fairly
All queries and complaints are dealt with courtesy and resolved on time
All customers are made completely aware of their course details, available services channels, and support channels so that they can opt based on their needs.
Customers are made aware of the escalation path if they are not fully satisfied with the response or resolution to their complaints and concerns.
Definition of a Complaint / Queries:
A complaint of unacceptable employee behavior
A product access issue
PDU claim issue
Claim PDU certificate
Queries need expert attention from enrolled and other certificate exam aspirants
Course-related enquires from prospects
Channels available for customers to report queries and complaints:
Escalation of Customer Complaints
Writing to head customer Support team – They can write to firstname.lastname@example.org by mentioning subject – “Escalating – Need urgent Attention” It would be automatically escalated to Head Customer Support Team
Severity Levels Defined for various Customers Complaints –
Severity 1 – Complaints that are related to course access where the customer raises a complaint that he/she is not able to access the course, taken as a top priority, and resolved within a couple of hours irrespective of business hours. The same severity is assigned when a customer reports to unacceptable behavior by an Agile Seekers employee, such complaints are handled directly by the Head Support Team.
Severity 2 – All course-related queries from possible prospects handled and closed within 24 hours.
Severity 3 – All course-related queries require expert attention from enrolled customers are handled and closed within one business day.
Severity 4 – All course-related queries require expert attention from non-customers are handled and closed within 2-3 business days. Also, all PDU Certificate issue related requests are handled and closed within 2-3 business day.