Association for Professionals in Infection Control and Epidemiology

Revdex.com K St, NW 10th floor Washington, DC 20005-3404REF ID: [redacted] Dear Revdex.com:The Association for Professionals in lnfection Control and Epidemiology, Inc(APIC) received a customer complaint from [redacted] in early February We appreciate the opportunity to respondSpecifically, [redacted] 's complaint stated that she and a colleague were unable to get a response from APIC regarding technical issues with an online educational courseAfter repeated attempts using phone and email, [redacted] was unable to get assistance with completing the online courseShe requested follfrom APIC staff, as well as access to a certificate of course completion.APIC received the letter of complaint from the Revdex.com on 2/14/17, APIC conducted at internal investigation into the matter and discovered breaches in the chain of command that responds to customer inquiries and complaintsAPIC uses a third-party vendor to host and manage online educational coursesDuring the course of the investigation, we found that the Vendor was not responding to requests and inquiries in a timely mannerThis breakdown in timely response and resolution of customer issues and/or concerns lead to the lack of response to [redacted] 's request for assistance.APIC staff had a call with [redacted] on 2/22/We resolved the issue, offered a refund on the course, and offered an opportunity to get complimentary access to another APIC resource, in order to ensure the best possible customer experience, we are currently performing audits of internal customer touchpoints and strengthening the training to all frontline staff on how to troubleshoot concerns with third-party vendors, as well as provide immediate response to customers.APIC sincerely regrets any inconvenience this issue may have caused, Please feel free to contact me directly at ###-###-#### or via email at [redacted] @apic.org if you have any additional questions or concerns regarding this matter.Sincerely,Artesha M***, CAFVice President, Membership, Education, and Technology

Revdex.com 1411 K St, NW 10th floor Washington, DC 20005-3404REF ID: [redacted]Dear Revdex.com:The Association for Professionals in lnfection Control and Epidemiology, Inc. (APIC) received a customer complaint from [redacted] in early February 2017. We appreciate the...

opportunity to respond. Specifically, [redacted]'s complaint stated that she and a colleague were unable to get a response from APIC regarding technical issues with an online educational course. After repeated attempts using phone and email, [redacted] was unable to get assistance with completing the online course. She requested follow-up from APIC staff, as well as access to a certificate of course completion.APIC received the letter of complaint from the Revdex.com on 2/14/17, APIC conducted at internal investigation into the matter and discovered breaches in the chain of command that responds to customer inquiries and complaints. APIC uses a third-party vendor to host and manage online educational courses. During the course of the investigation, we found that the Vendor was not responding to requests and inquiries in a timely manner. This breakdown in timely response and resolution of customer issues and/or concerns lead to the lack of response to [redacted]'s request for assistance.APIC staff had a call with [redacted] on 2/22/17. We resolved the issue, offered a refund on the course, and offered an opportunity to get complimentary access to another APIC resource, in order to ensure the best possible customer experience, we are currently performing audits of internal customer touchpoints and strengthening the training to all frontline staff on how to troubleshoot concerns with third-party vendors, as well as provide immediate response to customers.APIC sincerely regrets any inconvenience this issue may have caused, Please feel free to contact me directly at ###-###-#### or via email at [redacted]@apic.org if you have any additional questions or concerns regarding this matter.Sincerely,Artesha M[redacted], CAF. Vice President, Membership, Education, and Technology