International Perspective and Complaints Strategy Benchmarks
TMI Complaints Culture Survey is designed to take a "snapshot" of your current culture to provide a benchmark and assist you in analysing strengths and development areas in your service recovery systems, culture and processes. The survey measures the 10 factors that our international Consultancy has identified to be the key influences on Business Retention. You will be able to compare your organisation with others in your industry, both nationally and internationally. Improving customer retention and building customer loyalty is the soundest marketing investment you can make. Your participation is an opportunity to see how your organisation rates in Service Recovery and allows you then to make a more informed decision about what next steps to take.
Complaints Strategy Consulting
TMI pioneered the use of customer feedback as a strategic tool and we consult with many organizations helping them to first recognize the importance of, and then how to improve their service recovery systems. More recently this work has been further extended to incorporate consideration of branded complaints handling.
Services offered include:
Consulting on Complaints Strategy & Operations
TMI have over a decade of experience working with clients across a range of industries developing and re-engineering their complaints handling strategies and processes.
While each project is customized to the individual needs of the client, our approach encompasses critical assessment in 10 key areas. Areas where we are able to compare current behaviours and processes against industry norms & best practice.
As an outcome, clients can expect a series of detailed recommendations which will both move them closer to world's best practice and differentiate their service in the marketplace.
'A Complaint is a gift' training
TMI's world renowned 'A Complaint is a Gift' program is a highly interactive, fast-paced one day workshop that offers participants a new way to think about what is often perceived as a very unpleasant & unrewarding aspect of customer service.
Complaints Culture Survey
Since 1999 TMI has been conducting research into complaints handling via a syndicated national survey. Involvement in the survey offers organisations the opportunity to gain in-depth, unbiased information about how their service recovery attitudes and processes compare with other companies in similar fields, as well national best practice.
Complaints Strategy Case Studies
Complete this form and we will forward you more details of our consultancy services. If you have further questions please call TMI on (03) 9602 3500
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