“Since working with TMI on our complaints management strategy, Country Energy has seen a direct return on our investment and a significant change in terms of the behaviour of frontline staff. Following the program, resolution time for complaints dropped by half and complaints referred to the ombudsman has been reduced by 25%. Last month, we also saw 95% of complaints resolved at the first port of call up from 80% the month prior.
Matt Patterson, Manager Service Operations
“ We attribute much of the work TMI has done with our recent success in winning of a number of industry awards including the Mitre 10 and Danks Hardware Supplier of the Year awards. Specifically our delivery in full and on time measure has increased significantly above where it was as a direct result of the work TMI did with our people.”
Martin Ward, CEO
Selleys (Part of the Orica group)
"PDS Group love the way the basic principles of the Time Manager course provide a framework for the whole company to work together in providing appropriate resource allocation and managing time. The principles of the course have allowed us to be more effective and efficient with our time as both business and individual KPI's can be clearly communicated and tracked. Every PDS Group office employee undertakes the programme when they commence employment."
Andrew Suttle, Director
PDS Group, Melbourne, Australia