Loyal Customers : Service essentials

Deliver World Class Customer Service

Value Add:
TMI has helped companies around the world build winning service cultures
Imagine the results when people in your organisation want to give great service, and go the extra mile to please the customer. We can help you achieve this. We have done this for companies around the world. We can do it for you.
The end results are competitive advantage, customer loyalty and above industry average profits.

When you work with TMI, you will have access to a combination of unique solutions and cutting edge thinking.

World Class Complaints Handling for Competitive Advantage

Value Add:
Build Your Business Through Your Complaints Recovery!
Unhappy customers can be destructive to your business reputation. They become “Detractors” who tell many others not to deal with you.

This is happening to companies around Malaysia every day. So how good is your company at complaints handling?

Can your company improve its complaints handling for competitive advantage: Some questions

1. Did you know if you can retain 5% of otherwise defecting customers, you can increase your bottom-line from anywhere between 35 and 125% (Bain and Co)
2. Do your employees see complaints as problems? Or do they treat complaints as gifts?
3. How “complaints-friendly” is your organisation?
4. Is your company’s complaints handling designed to differentiate you from your competitors?
5. Did you know that more than half of all attempts to resolve a customer complaint, leave the customer less satisfied?
6. You can BUILD the loyalty of complaining customers?
7. You can differentiate you company through the quality of complaints handling?

TMI is the world's leading research, consulting and training organisation in complaints management and how to 'delight' your customers through the A Complaint is a Gift™ solution. These concepts are also captured in the business best seller by the same name A Complaint is A Gift, by Janelle Barlow, President TMI US, and Claus Moller, Founder of TMI.

The TMI A Complaint is a Gift Solution - measurement, consulting, training

Personal quality – the missing link between ISO and true quality!

The TMI personal quality approach has gained international recognition and has been described by the British Department of Trade and Industry, The European Organisation for Quality (EOQ) and the European Foundation for Quality Management (EFQM) as a unique and important contribution to quality development globally.

Value Add:
Build Customer Confidence in Your Organisation by Creating a Culture of Personal Quality
Your customers demand quality more than ever before. There is no doubt that quality pays in terms of market share and business growth. And Malaysia is littered with failed or under-performing companies that do not deliver quality products or services.

It takes much more than systems and ISO accreditation to consistently produce high quality products and services and satisfy customer demands. TMI’s breakthrough contribution has been to focus on the human side of quality. TMI will share with you TMI’s simple, yet powerful ways to energise your people to do their best and to produce the best quality that they can.

The TMI quality concept does not replace traditional ideas about quality, but complements and contributes to making the quality process more effective by adding the critical missing link – the human dimension.

TMI Solutions to Build Customer Loyalty
TMI will help you build customer loyalty through complaints at four levels:

• Putting People First
• A Complaint is a Gift training improve Service Recovery (dealing with the complaint at first point of contact).
  This course will help reduce employee stress when dealing with complaints and result in more effective service recovery
• TMI’s on-line Complaints Management Survey will help your organisation pinpoint how to build customer loyalty through your complaints. We have identified the key factors that will take your organisation to World Class status in complaints handling to create customer loyalty.
• Build Your Quality Advantage
  • Personal Quality Guarantee – the missing link to achieving consistent quality
  • Reaching for the Stars - inspirational and practical processes to develop Team Quality

Putting People First

One of the World’s Most Successful Customer Service Improvement Programs

Value Add:
Build a Winning Service Culture

If you want do develop a style of service where your people WANT to provide good service, to external customers and to other departments, then this program is for you!

Putting People First is a highly educational and motivational program that changes manager’s and employee’s attitudes to customer service. From “lip service” to real service! The program focuses on how everyone in the organization affects the bottom line of the business through their relationships with one another. Putting People First breaks down barriers between departments and helps instill a service culture in the organization.

This high impact program is a major catalyst in facilitating the creation of a total corporate culture in which everyone is committed to personal development, improved teamwork and superior customer service.
Putting People First is more than a program for people with customer contact. It is a way for organisations to improve external and internal relations.

In a company with a "Putting People First" culture:

• Satisfying customers plays a major role
• "Off the line" employees help "on the line" employees
• Managers put staff before hierarchy
• Employees put customers before rules
• Employees feel empowered to go the extra mile
• The system is created in such a way that it leads to both employees' and customers' satisfaction.

Course duration: 1-2 days
Most suitable for: All managers and employees in the organisation.

A Complaint is a Gift Training Program

A Complaint is a Gift is a breakthrough concept on service recovery, customer loyalty and effective complaint handling. The basic rationale of the program is that it is easier to keep your existing customers than to win new ones. It is also much cheaper.

Most employees try to avoid customer complaints. They see them as “problems” and try to pass them on to others. This increases the cost of complaints handling…and makes unhappy customers even angrier. The A Complaint is a Gift training course helps change employee attitudes to complaints. It helps them accept complaints…as gifts. It then gives them skills, through the TMI’s 8 Step GIFT formula, to effectively deal with complaining customers.

The aim is to build customer relationships and build customer loyalty by better complaints handling. The workshop can be targeted to front-line employees through to management staff. The course can cover both verbal and written complaints.

The two broad objectives are to create an understanding of "complaints" being the cornerstone of customer satisfaction and to provide practical strategies for maximizing customer satisfaction for people dealing with customers.

Build your business by turning complaints into gifts. We will show you how!

Course Duration: 1-2 days
Most suitable for: All managers and employees who deal with customers.

TMI Complaints Management Survey

Put your “finger on the organisational pulse” to increase customer loyalty through complaints management

• Helps you build your business and build customer loyalty through effective complaints handling
• Complaints culture survey among employees
• Complaints Management workshop conducted by TMI senior consultant
• Highly cost effective

If we can put “our finger on your organisational pulse” and let you know what you have to do to create a world class complaints handling process and culture, would you be interested? TMI has identified 10 key factors that organisations should have in place in order to build their business through complaints. Training is just one of those factors. Our simple and very cost effective survey tool will help you develop priorities for action to help you build your business through effective complaints handling. International benchmark data can be provided to companies in like industries. TMI will then run a workshop with your management team to help it develop a pathway to build customer loyalty through world class complaints handling.

Personal Quality Guarantee

A Personal Quality mindset – the missing link to achieving consistent quality

Is everyone in your team and in your organisation proud to guarantee the quality of their work? Are you confident that each member of your team can equally guarantee that they are proud to put their name to everything they do?
Personal Guarantee is a means to ensure quality in the performance of all tasks in the organisation. The principle is that each individual checks their own work and puts their name on it in the form of a personal "guarantee certificate". When everyone focuses on delivering personal quality, it improves your overall product or service quality, increases customer confidence and reduces costs associated with unnecessary re-work.  But the technique is simple, and it can be acquired on this TMI program.

This program is recommended as an organisation wide initiative for culture change or an induction program for all levels and departments. The objectives of the workshop are to inspire and equip Team managers in their work to monitor and develop Team Quality – towards the overall quality of the organisation. The 1 day Personal Guarantee program could be combined with the one-day workshop "Reaching for the Stars" which refers to Team Quality.

Course Duration: 1-2 days
Most suitable for: All managers and employees

Reaching for the Stars

Inspirational and Practical processes to develop Team Quality

Reaching for the Stars provides a TMI tool for the development of high levels of quality, in every team of an organisation. Organisational quality depends on team quality, and team quality depends on individual quality. The TMI approach builds organisational quality by focusing on individual and team quality.

This workshop is about the special kind of quality performed in a team, which is crucial to the total quality of the organisation. It contains tools for monitoring and developing team quality, as well as for creating a "quality climate" in the team.

Course Duration: 1-2 days
Most suitable for: Managers, team leaders and those involved in quality improvement efforts