MF0245-3 COURSE Management of complaints and claims regarding consumption

Customer service is one of the main pillars in the competitiveness of companies in the new century. By understanding the concept of relationship marketing and its correct application, the causes of customer loyalty may be identified, as well as their consequences for the company. It is about increasing the commercial quality of the company, developing skills and managing tools that are available, constantly improving the treatment with the client and, thus, getting the satisfaction of it. With this course the student will learn the necessary knowledge for the management of complaints and claims regarding consumption.

- Properly identify the consultation, complaint or claim of the client/consumer/user on consumption to deduce lines of action. - Inform/guide the consumer of rights and possible mechanisms and/or mediation/arbitration solutions, at their level, in relation to the problem/consultation raised in accordance with established specifications and current regulations. - Process complaints and claims towards the departments of the company and/or entities and corresponding agencies, so that the objective or interest of the consumer in the resolution of the conflict is satisfied. - Control the claim process to detect anomalies or delays.

It develops its activity in all productive sectors in the area of information and consumer orientation of goods and services, and in customer service departments.

This training is adjusted to the training itinerary of the MF0245_3 Management of complaints and claims in matters certifying having exceeded the different competence units included, and is aimed at the accreditation of the professional competences acquired through the work experience and of the non -formal training, via which will choose to obtain the corresponding certificate of professionalism, through the respective calls They are publishing the different autonomous communities, as well as the Ministry of Labor itself (Royal Decree 659/2023, of July 18, which develops the management of the professional training system and establishes a permanent procedure for the accreditation of professional competences acquired by work experience or non -formal training).

This course is aimed at all those who want to guide their future work to the management of complaints and claims related to customer service activities, or those who want to update their professional knowledge.

This training is not included in the scope of official regulated training (Infant Education, Primary Education, Secondary Education, Official Professional Training FP, Baccalaureate, University Degree, Official University Master and PhD). It is therefore a complementary and/or specialization training, aimed at acquiring certain skills, skills or aptitudes of a professional nature, being able to be barely as merit in workbags and/or opposition competitions, always within the complementary training section and/or continuous training being always essential to review the specific requirements of the public labor stock of the public labor stock market.