{"id":101592,"date":"2021-09-14T15:05:38","date_gmt":"2021-09-14T13:05:38","guid":{"rendered":"https:\/\/kapitel-zwei.de\/feedback-complaints-help\/"},"modified":"2025-04-30T14:06:28","modified_gmt":"2025-04-30T12:06:28","slug":"feedback-complaints-help","status":"publish","type":"page","link":"https:\/\/kapitel-zwei.de\/fr\/feedback-complaints-help\/","title":{"rendered":"Feedback &#8211; Complaints &#8211; Help"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7\">\n.flex_column.av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7 av_one_full  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  first flex_column_div av-zero-column-padding  '     ><section  class='av_textblock_section av-7gni9y4-a89a2b6e2cc7a4398ec183c11235ded6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h1><strong><span style=\"color: #ff6600 !important;\">Procedure for handling complaints at \u201cKapitel Zwei. German Language School Berlin GmbH \u00ab\u00a0<\/span><\/strong><\/h1>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-7gni9y4-a89a2b6e2cc7a4398ec183c11235ded6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2><span style=\"color: #ff6600;\">Objectives of complaint management <\/span><\/h2>\n<\/div><\/section><\/p><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-7amspgs-82967bcf95a9891f55a97122e028ad2f\">\n.flex_column.av-7amspgs-82967bcf95a9891f55a97122e028ad2f{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-7amspgs-82967bcf95a9891f55a97122e028ad2f av_one_full  avia-builder-el-3  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-78im2wc-2df60a2a60cbb78d0aca02ab285dcb4a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p>A complaint is any expression of dissatisfaction with a (non) rendered service by Kapitel Zwei, its office team or freelancer teachers or other course participants.<\/p>\n<p>A complaint must be submitted in writing (email).<\/p>\n<p>As part of complaint management, Kapitel Zwei aims to restore customer satisfaction and ensure that complaints are processed in a sustainable manner.<\/p>\n<p>Complaints should be handled efficiently, but always constructively and transparently. We ensure this by involving all necessary internal bodies and through appropriate documentation.<\/p>\n<p>Complaints management also continuously analyzes the complaints received to ensure that recurring or systematic problems and potential legal and operational risks are identified and resolved.<\/p>\n<p>In principle, incoming complaints are processed according to the following procedure:<\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-r13p8c-a672f78e8ad95c7e5c2e3800fc688ab3\">\n.flex_column.av-r13p8c-a672f78e8ad95c7e5c2e3800fc688ab3{\nborder-radius:0px 0px 0px 0px;\npadding:15px 15px 15px 15px;\nbackground-color:#dfffdd;\n}\n<\/style>\n<div  class='flex_column av-r13p8c-a672f78e8ad95c7e5c2e3800fc688ab3 av_one_full  avia-builder-el-5  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-7gni9y4-a89a2b6e2cc7a4398ec183c11235ded6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><ol>\n<li>Determination and recording of the reason for the complaint<\/li>\n<li>Examination and analysis of the cause of the complaint, led by an independent internal body.<\/li>\n<li>Neutral assessment of possible errors, omissions and misunderstandings, on the basis of which an objective decision can be made to answer the complaint. The need for additional measures is also assessed here. As part of the complaint processing, relevant specialist departments and, if necessary, other internal departments are involved to clarify the facts.<\/li>\n<li>Communication of the result of the complaint handling or clarification of unclear facts with the complainant in writing (by email).<\/li>\n<\/ol>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7\">\n.flex_column.av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7 av_one_full  avia-builder-el-7  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-7gni9y4-a89a2b6e2cc7a4398ec183c11235ded6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2><span style=\"color: #ff6600;\">Complaint management tasks <\/span><\/h2>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-7amspgs-82967bcf95a9891f55a97122e028ad2f\">\n.flex_column.av-7amspgs-82967bcf95a9891f55a97122e028ad2f{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-7amspgs-82967bcf95a9891f55a97122e028ad2f av_one_full  avia-builder-el-9  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-7gni9y4-a89a2b6e2cc7a4398ec183c11235ded6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p>The complaints management office is responsible for the proper recording, processing and answering of complaints. It takes the lead if other departments have to be involved in the analysis. Complaints management also informs other independent internal bodies (e.g. compliance, teaching staff, accounting, etc.) if necessary in individual cases, as well as regularly about complaint handling as a whole.<\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7\">\n.flex_column.av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7 av_one_full  avia-builder-el-11  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-7gni9y4-a89a2b6e2cc7a4398ec183c11235ded6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2><span style=\"color: #ff6600;\">Complaint submission <\/span><\/h2>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1awa8lh-7ce5d70f38bfcbd4a64a2f17c2e25939\">\n.flex_column.av-1awa8lh-7ce5d70f38bfcbd4a64a2f17c2e25939{\nborder-radius:0px 0px 0px 0px;\npadding:15px 15px 15px 15px;\nbackground-color:#dfffdd;\n}\n<\/style>\n<div  class='flex_column av-1awa8lh-7ce5d70f38bfcbd4a64a2f17c2e25939 av_one_full  avia-builder-el-13  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-kjyfj016-e93fe7c3bab67525cd86007d88587119\">\n#top .av_textblock_section.av-kjyfj016-e93fe7c3bab67525cd86007d88587119 .avia_textblock{\nfont-size:16px;\n}\n<\/style>\n<section  class='av_textblock_section av-kjyfj016-e93fe7c3bab67525cd86007d88587119 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p>Complaints can be communicated to us in writing (by e-mail) or via telephone (taking minutes):<\/p>\n<p>Email: feedback[at] kapitel-zwei.de<\/p>\n<p>In order to be able to guarantee a timely and efficient processing of your complaint, we ask you to submit the following information in full and to enclose relevant documents or evidence:<\/p>\n<ul>\n<li>First and last name of the person concerned<\/li>\n<li>Customer number<\/li>\n<li>Course, level, teacher<\/li>\n<li>Content, reason and aim of the complaint<\/li>\n<\/ul>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7\">\n.flex_column.av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7 av_one_full  avia-builder-el-15  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-7gni9y4-a89a2b6e2cc7a4398ec183c11235ded6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2><span style=\"color: #ff6600;\">Complaint handling <\/span><\/h2>\n<\/div><\/section><\/div><\/p>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7\">\n.flex_column.av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7 av_one_full  avia-builder-el-17  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-7gni9y4-a89a2b6e2cc7a4398ec183c11235ded6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p>Complaints are processed by specially trained employees who analyze the reason for the complaint, answer it and document it for internal and external reporting purposes. All complaints submitted are viewed and processed immediately.<\/p>\n<p>A receipt or interim confirmation will be sent for all complaints that cannot be answered within a reasonable period of time. The response to the complaint should generally not exceed 5 working days.<\/p>\n<p>If this is not possible, for example due to extensive research, Kapitel Zwei will inform the complainant about it. For all complaints, a specific answer is worked out as part of the complaint processing and communicated to the complainant by email. The individual processing time may vary due to the scope and complexity of the complaint.<\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7\">\n.flex_column.av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-r13p8c-c7aa52b905805175ebaa62eb187bb6d7 av_one_full  avia-builder-el-19  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-ktk3l9hk-9a32ff6b494b0959308ae2f25758d855 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p><a name=\"closing\"><\/a><\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jjwrrw-82eea3bce2e65108fcb892481a89aaa4\">\n.flex_column.av-jjwrrw-82eea3bce2e65108fcb892481a89aaa4{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-jjwrrw-82eea3bce2e65108fcb892481a89aaa4 av_one_full  avia-builder-el-21  el_after_av_one_full  el_before_av_hr  first flex_column_div av-zero-column-padding  column-top-margin'     ><div id='avia-messagebox-' class='avia_message_box av_notification av-5e19gho-5f700b475aadaa82845686aba51f18ad avia-color-orange avia-size-large avia-icon_select-no avia-border-  avia-builder-el-22  avia-builder-el-no-sibling ' ><span class='avia_message_box_title' >Closing the complaint case <\/span><div class=\"avia_message_box_content\"><p>Goodwill offers apply with the specified deadline and are not flexible, not variable, non-transferable and non-negotiable. They are the result of a detailed analysis of the problem. They have been discussed and approved with the correct internal offices of Kapitel Zwei German language school. The complaint case will be closed after the goodwill offer has been created.<\/p>\n<\/div><\/div><\/div>\n<div  class='hr av-66tjbny-40d6566b85940119ccb76ff8d73454c6 hr-default  avia-builder-el-23  el_after_av_one_full  el_before_av_two_third '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-4y0qkkc-b2af049ee26d4d0766c869586841232c\">\n.flex_column.av-4y0qkkc-b2af049ee26d4d0766c869586841232c{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-4y0qkkc-b2af049ee26d4d0766c869586841232c av_two_third  avia-builder-el-24  el_after_av_hr  el_before_av_one_third  first flex_column_div av-zero-column-padding  '     ><section  class='av_textblock_section av-hm5eto-541a67f986ef55e434f45637b5dcaa76 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h3>We thank you for your feedback and the associated opportunity to optimize our language school.<\/h3>\n<h3>Our priority is your satisfaction with the means available to us!<\/h3>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-4y0qkkc-c183226c19cc3ebdd0a79c58f40c5960\">\n.flex_column.av-4y0qkkc-c183226c19cc3ebdd0a79c58f40c5960{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-4y0qkkc-c183226c19cc3ebdd0a79c58f40c5960 av_one_third  avia-builder-el-26  el_after_av_two_third  avia-builder-el-last  flex_column_div av-zero-column-padding  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-bkmoyk-fd196e68761625ef6b20733c9fc7b9ae\">\n.avia-image-container.av-bkmoyk-fd196e68761625ef6b20733c9fc7b9ae img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-bkmoyk-fd196e68761625ef6b20733c9fc7b9ae .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-bkmoyk-fd196e68761625ef6b20733c9fc7b9ae av-styling- avia-align-center  avia-builder-el-27  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-24590 avia-img-lazy-loading-not-24590 avia_image ' src=\"https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10.jpg\" alt='Deutschkurs Berlin Intensivkurs Deutsch Berlin' title='Deutschkurs Berlin Intensivkurs Deutsch Berlin'  height=\"2133\" width=\"3200\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10.jpg 3200w, https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10-80x53.jpg 80w, https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10-300x200.jpg 300w, https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10-768x512.jpg 768w, https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10-1030x687.jpg 1030w, https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10-1500x1000.jpg 1500w, https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10-705x470.jpg 705w, https:\/\/kapitel-zwei.de\/wp-content\/uploads\/2017\/10\/Deutschkurs-Berlin-Intensivkurs-Deutsch-Berlin-10-450x300.jpg 450w\" sizes=\"(max-width: 3200px) 100vw, 3200px\" \/><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":16,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-101592","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.4 (Yoast SEO v24.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Feedback - Complaints - Help - Kapitel Zwei Berlin<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kapitel-zwei.de\/fr\/feedback-complaints-help\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Feedback - Complaints - Help\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kapitel-zwei.de\/fr\/feedback-complaints-help\/\" \/>\n<meta property=\"og:site_name\" content=\"Kapitel Zwei Berlin\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/kapitelzwei\/\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-30T12:06:28+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@kapitelzwei\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/kapitel-zwei.de\/fr\/feedback-complaints-help\/\",\"url\":\"https:\/\/kapitel-zwei.de\/fr\/feedback-complaints-help\/\",\"name\":\"Feedback - 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