Tune in to George Aveling on BFM 89.9

How to Build a Winning Customer Experience

Listen to George Aveling, CEO TMI Malaysia give weekly ideas and tips on How to build a winning customer service experience.

The live interviews are held on Fridays at 1pm on radio BFM89.9 (http://www.bfm.my/). If you missed any of the interviews, click back here to listen to the podcast.

How to listen to the interviews – it’s easy!

All you have to do is click on the topic below, and then press the BFM “play” button to the right. Each interview is split into two parts.

Enjoy your audio brain food – and feel free to give us your feedback. You can contact us on info@tmimalaysia.com.my

June 2009

Week 1 (5 June 2009) :Customer Feedback - A Critical Element in Service

Customer Feedback - A Critical Element in Service

Part 1 : Try thinking of your organization as a person, regular checkups of your vital signs are a necessity to ensure good health.

How can you make decisions about making your customers happy, if you don't know how happy they are right now?

Part 2 : The tools and techniques of assessing customer satisfaction.

May 2009

Week 4 (30 May 2009) :Touch Point Mapping

Touch Point Mapping

Part 1 : Touch Point Mapping for Consistent Customer WOW!!

What is Touch Point Mapping?

Part 2 : How should BFM use Touchpoint Mapping?

Week 3 (22 May 2009) : Good Service Sells

Good Service Sells

Part 1 : George Aveling shares the importance of Appreciative Inquiry and Story Telling in building a solid service culture.

The nature of the questions you ask will shape your reality.

Part 2 : People Don't Speak in Bullet Points. George shares a personal story on the use of Appeciateive Inquiry and explains how story telling can be institutionalised in the organization.

Week 2 (18 May 2009) : Putting People First

Putting People First

Part 1 : George Aveling from TMI Consultancy gives the low-down on "Putting People First" a training program pioneered by such organization as Scandinavian Airlines and British Airways.

George Aveling give some insightful examples on why the "People who feel good about themselves give good service".

Part 2 : George Aveling explains that "owning the problem" rather than appointing blame can be an empowering experience.

Week 1 (8 May 2009) : Five Fundamentals of Great Service

Five Fundamentals of Great Service

Part 1 : George Aveling of TMI Consultancy talks about the five fundamentals of great service.

Part 2 : Managing Expectations

April 2009

Week 3 (24 Apr 2009) : How to Handle Customer Complaints in 8 Simple Steps

How to Handle Customer Complaints in 8 Simple Steps

Part 1 : George Aveling of TMI Consultancy talks about the much discussed issue of handling customer complaints.

Part 2 : Is it a good thing to set targets to reduce the number of complaints?

Week 2 (17 Apr 2009) : Five Key Areas to Focus on to Create a Winning Service Culture

Five Key Areas to Focus on to Create a Winning Service Culture Part 1 : George Aveling of TMI Consultancy talks about breaking down a winning service culture to 5 key areas.

Part 2 : Key Number 2 - Measure

Part 3 : The Wonders of Communication

Week 1 (3 Apr 2009) : Role of Senior Leaders and Shaping Winning Service Cultures

Role of Senior Leaders and Shaping Winning Service Cultures

Part 1 : George Aveling of TMI Consultancy talks about Role of Senior Leaders and Shaping Winning Service Culture and how the small things makes people feel great.

Part 2 : Can you share leaders that do outstanding jobs?

March 2009

Week 3 (27 Mar 2009) : Why Do Service Culture Change Programs Fail?

Why Do Service Culture Change Programs Fail?

Part 1 : George Aveling of TMI Consultancy explains why service culture change programs fail.

Part 2 : Why service culture change programs fail.

Week 2 (20 Mar 2009) : How to Create an Engaging Customer Service Experience

How to Create an Engaging Customer Service Experience Part 1 : George Aveling of the TMI Consultancy, talks about how to create an engaging customer service experience.

Part 2 : How to create an engaging customer service experience.

Week 1 (13 Mar 2009) : Branding Customer Service

Branding Customer Service Part 1 : George Aveling, CEO of TMI Consultancy talks about how a company should brand customer service.

Part 2 : How do smaller organisations brand their customer service.

December 2008

18 Dec 2008 : Cultivating That Customer Service Mindset

Cultivating That Customer Service Mindset

Part 1 : George Aveling of TMI Consultancy talks about how customer service is moving from the traditional transaction-based to one that provides an experience.

Part 2 : In the second part, George explains how complaints are gifts and how in a tightening economy, the importance of the intangibles become critical.

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