252210-3-1 SayPro Lesson HOW TO USE THIS GUIDE

252210-3-2 SayPro Lesson ICONS

252210-3-3 SayPro Lesson PROGRAMME OVERVIEW PROGRAMME OVERVIEW

252210-3-4 SayPro Lesson LEARNING ASSUMPTIONS

252210-3-5 SayPro Lesson HOW YOU WILL LEARN

252210-3-7 SayPro Lesson FORMATIVE ASSESSMENT

252210-3-8 SayPro Lesson SUMMATIVE ASSESSMENT

252210-3-9 SayPro Lesson SECTION IDENTIFYING CUSTOMER’S PROBLEM

252210-3-10 SayPro Lesson INTRODUCTION

252210-3-11 SayPro Lesson NATURE AND TYPES OF CUSTOMER COMPLAINTS (AC 1, AC 2, AC 4)

252210-3-12 SayPro Lesson SEVERITY OF COMPLAINTS ( SO1, AC 1)

252210-3-13 SayPro Lesson COMPLAIN HANDLING SYSTEM

252210-3-14 SayPro Lesson ASSIGNING RESPONSIBILITIES (AC 3)

252210-3-15 SayPro Lesson SECTION 2: COMMITTING TO SOLVING CUSTOMER’S COMPLAINT

252210-3-16 SayPro Lesson INTRODUCTION

252210-3-17 SayPro Lesson DEMONSTRATING COMMITMENT TO RESOLVE COMPLAINTS (AC 1)

252210-3-18 SayPro Lesson MANAGEMENT RESPONSIBILITY (AC 2)

252210-3-19 SayPro Lesson COMPLAINT ACKNOWLEDGEMENT (AC 3)

252210-3-20 SayPro Lesson SECTION 3: PLANNING AND PROVIDING SOLUTION TO CUSTOMER’S PROBLEMS

252210-3-21 SayPro Lesson INTRODUCTION

252210-3-22 SayPro Lesson PLANNING (AC 1, AC 2)

252210-3-23 SayPro Lesson INVESTIGATION

252210-3-24 SayPro Lesson APPLYING CORRECTIVE SOLUTION (AC 3)

252210-3-24 SayPro Lesson Solving the problem

252210-3-25 SayPro Lesson SECTION 4: COMMUNICATING WITH ALL STAKEHOLDERS

252210-3-26 SayPro Lesson INTRODUCTION

252210-3-27 SayPro Lesson NOTIFYING RELEVANT INTERNAL PARTIES (AC 1)

252210-3-28 SayPro Lesson NOTIFYING IMMEDIATE SUPERIOR (AC 2)

252210-3-29 SayPro Lesson COMMUNICATING OUTCOME AND PROGRESS OF SOLUTION (AC 3)

252210-3-30 SayPro Lesson The Plumbing Case Study

252210-3-31 SayPro Lesson SECTION PROVIDING PRACTICAL BUSINESS SOLUTIONS

252210-3-32 SayPro Lesson INTRODUCTION

252210-3-33 SayPro Lesson ARRANGING APPROPRIATE PARTNERSHIPS (AC 1, AC 2)

252210-3-34 SayPro Lesson Analysing complaint data

252210-3-35 SayPro Lesson USING COMPLAINT INFORMATION TO IMPROVE COMPLAINT HANDLING

252210-3-36 SayPro Lesson Summary