Complaints e-Book

Using the Adding and Sending Information Request for a Complaint knowledge article, practice adding information requests to the complaints you created in Module 1. Scenario 2 Now that you have added information requests, proceed with sending them to the company using the Adding and Sending Information Request for a Complaint knowledge article. Remember, only the agency POC on the complaint can send the information request to the company, so be sure you are using the correct agency account. Scenario 3 Continue using the Adding and Sending Information Request for a Complaint knowledge article to practice updating the due date of an individual information request as you would in the “real” environment when you choose to give the company an extension. This should take place after the initial request has been sent. Also, we recommend cancelling at least one information request as you would if you no longer needed the requested information. Scenario 4 Use the Generating Company IR Responses for Complaints Training Program knowledge article to generate information request responses on behalf of the company. Feel free to complete this process for all complaints for which you have sent an information request. Scenario 5 Now practice reacting to the information request responses using the Reviewing Information Request Response for Complaints knowledge article. Remember, these are fictitious scenarios so be sure to use your imagination and practice all available options. Module 3 Scenarios Scenario 1 Using the Adding Research and Communication to a Complaint knowledge article, practice adding entries to the Research/Communications page of the complaints you created in Module 1. Next, use the Updating a Complaint knowledge article to make a few updates to the details of a complaint. Remember, if you choose to change the agency POC to a

Updated: 6/9/2021