Customer Care and Complaints Handling

Improve Business Reputation

At Avla Business Services Ltd we specialise in supporting organisations to maintain customer goodwill and expand their customer base by:

  • Designing and delivering customer care and complaint handling training for staff; equipping them with complaint management and investigation skills

  • Drafting customer friendly responses to complaints, customer enquiries and general customer correspondence  

  • Auditing, reviewing and designing customer service systems and processes; ensuring that the operational structures and staff teams align with corporate priorities

  • Development of policies, procedures and guidance to support compliance with legal and regulatory requirements 

Our training cover various types of complaints across the private and public sector, including corporate complaints, statutory social care complaints under the children act, and complaints about health and adult social care services.

Participants will be equipped with the skills on how to resolve customer concerns at the point of contact to reduce escalation through the complaint procedures. They will also develop expertise in how to undertake thorough investigations and draft robust and fair responses that will withstand scrutiny from the Local Government and Social Care Ombudsman; Financial Services Ombudsman; Parliamentary and Health Service Ombudsman

Our services are delivered remotely or onsite and are tailored to meet the needs of your organisation.

Contact us for a free consultation and we will design a bespoke package for your organisation.