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The UsefulFeedback power user training course has been designed for all staff with responsibility for managing casework. The course will give participants a thorough understanding of all case management and also contact management features.

Introduction to UsefulFeedback

User Information and Preferences:

  • Sign in page
  • Forgotten Username and Password
  • Changing Contact details
  • Delegate access
  • Act for 3rd party
  • Changing User preferences
  • Contact a colleague

Recording feedback:

  • Recording feedback
  • Searching for a registered contact
  • Recording a new feedback
  • Registering feedback for an unregistered customer

Manage a case:

  • Managing (processing) a case
  • Manage Screen
  • Form/case details
  • Edit case details
  • Case access privileges

Feedback process:

  • ‘What’s next’ and ‘What’s done’ areas
  • Accepting a feedback
  • Reassigning case to an officer
  • Assigning feedback when it is not assigned
  • Route cause analysis
  • Sending Acknowledgement by letter/email
  • Getting comments from another team or officer
  • Complete a task
  • Sending final response
  • Recording an outcome on a feedback
  • Escalating a complaint to the next stage
  • Dealing with Ombudsmen
  • Basic reporting

Start taking better control of complaint management today

Expertise from acknowledged complaint management thought leaders

Consultative approach to solving your specific problems

Easy to use and secure with powerful integration features for rapid roll out

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