At Entelechy, we are committed to providing exceptional client experience and customer support and ensuring a positive experience for all our customers. This Client Experience and Customer Support Policy outlines our approach to addressing customer enquiries, concerns, and issues. We strive to uphold the highest standards of service and satisfaction in every interaction.

Introduction

We offer multiple channels of communication for customer support, including phone, email support@entelechy.academy, in-app support and our website FAQs.

Our support channels are available Monday to Friday during business hours 09:00 – 17:00 to address customer enquiries promptly.

We aim to respond to customer enquiries in a timely manner, with an acknowledgment of receipt within 24 hours and a more comprehensive response with 3 working days.

We will provide regular updates to customers on the progress of their enquiries or issues, ensuring transparency and keeping them informed throughout the resolution process.

Accessibility and communication

Our client experience & customer support teams are trained to handle enquiries and issues with professionalism, empathy, and respect for the customer.

Upon receiving a customer enquiry, we will gather all relevant information to better understand the concern and ensure an accurate and effective resolution.

We will investigate the issue promptly, working diligently to find a satisfactory solution within our capabilities.

If a resolution requires additional time or involves multiple steps, we will provide regular updates to the customer until the matter is resolved.

We strive to resolve customer issues to their complete satisfaction, aiming to exceed expectations whenever possible.

Resolution process

Complaints Policy and Procedure

If a client or customer issue cannot be resolved at the initial support level, we have an escalation process in place.

Our escalation process ensures that more complex or serious issues are addressed promptly by higher-level support or management.

Clients and customers will be informed about the escalation process and provided with clear communication channels to escalate their concerns, if needed.

Escalation process

Situations which may qualify for any refunds will be detailed at the client contracting stage.

Refunds, returns, and exchanges

Privacy Policy

We prioritise the privacy and security of our customers' personal information.

Our customer support team is trained to handle customer data in accordance with applicable privacy laws and regulations.

We have implemented measures and policies to safeguard customer and client data and maintain strict confidentiality in all customer interactions.

Privacy and data protection

We value client and customer feedback and view it as an opportunity for growth and improvement.

Clients and customers are encouraged to provide feedback on their support experience, enabling us to identify areas for enhancement.

We will utilise client and customer feedback to continually improve our support processes, coaching programmes, and overall client and customer satisfaction through our Continuous Improvement Process.

Feedback and improvement

Safeguarding Entelechy Learners

We value the safeguarding of our community and have developed a robust, in-depth Safeguarding Policy which can be found here.

Safeguarding

This Client Experience and Customer Support Policy reflects our commitment to delivering exceptional support and ensuring customer satisfaction.

We are dedicated to providing prompt, efficient, and respectful assistance to address your enquiries, concerns, and issues.

If you have any questions or require support, please don't hesitate to reach out to the Entelechy Client Experience team at support@entelechy.academy

Client Experience and Customer Support Policy

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