Service Essentials

Instilling refined customer service practices and behaviours to retain and extend your customer base

Customer Service Excellence
build a world class customer service mindset - from the inside out.
Compelling Service Recovery
create a complaint-friendly culture to learn from customers and recover customer loyalty when things go wrong.
Customer Focus
Customer-facing staff need to truly understand the service brand they represent.

Service – the foundation for business success

Customer experience matters when it comes to repeat business and recommendation.
Advertising and marketing may get the customer to try your products or services, but most customers base their judgement of whether to return primarily on their experience. And it is the service offered that often influences this experience.

Customer experience is the force driving the service industry. Today’s more sophisticated consumers not only demand services and products that are of the highest quality, they also want positive, emotionally sensitive, and memorable experiences.

As customers become more sophisticated and demanding about what they expect, successful organisations will be those who can meet this challenge.

This requires that those responsible for customer service listen to, learn from, and then – at least occasionally – wow their customers. In this way, you can engage your customers so they return, spend more with your business, and ideally recommend you to others.

Customer engagement and recommendation is a leading performance indicator, along with net profit and return on assets.
When people feel good about your business, they stay with you and spend more!

The opportunity service excellence provides -
Opportunity knocks – turning a challenge into an opportunity.

Looking ahead to the future of your organisation, what do you see?
How well is your service strategy being executed?
How well do your staff understand what’s required of them in their service delivery?

Most organisations have a service strategy but many fail to achieve the expected results.

Many organisations are clear about what they want to be. However, more often than not, the problem is not in the thinking, but in the doing.

Market leaders of today invest in customer retention, building customer loyalty, and have a strong commitment to building their brand through their people. It’s a competitive world.

Customer service excellence - create strong bonds with your customers and build true loyalty.

Our ‘Service Culture’ programmes can include:

Defining your service brand dna
Developing the skills, attitudes and behaviours for customer-facing staff
Developing service measurement so that best behaviours can be identified and encouraged
Mapping the service journey and touchpoints to ensure the customer experience is consistent and aligned to your brand.

Many organisations say they have “a customer focus”, they may even say they “put the customer first”, but so often the delivery doesn’t go beyond the common service practice. Customer-facing staff need to truly understand the service brand they represent. It is only then that they are able to deliver customer experiences that are uniquely authentic to their organisation.

Based upon 30 years of experience in all aspects of company cultures, TMI offers highly effective practices that systematically create a customer service excellence culture and achieve true customer loyalty.

Creating a strong service culture can involve multiple interventions across all touchpoints of the business. TMI are leaders in building customer service excellence, partnering with business to understand what a true service culture is and how it can be built and developed.

A cornerstone of TMI’s success, the ‘Putting People First’ concept is an exceptional service management approach that has stood the test of time, and in today’s economy fits well with need to align closer to customer needs.

We have worked with organisations worldwide helping them to deliver world class service experiences. We can help you take your customer service to the next level.

It’s time to get started! Deliver and reinforce the promise with your service brand so you keep your most profitable customers.

Compelling service recovery - using customer feedback as a strategic tool to move customers from complaint to satisfaction.

TMI’s comprehensive knowledge on complaint handling has evolved into a complete process we’ve called Service Recovery Mapping.

The next time you receive a customer complaint, consider the favour they have just done your business.

Not only does this provide your best opportunity to recover, or even strengthen, the customer relationship, but they have probably provided you with powerful information about how you can improve either your product or service offering – a complaint is a gift!

TMI built an excellent reputation in complaints handling when it first launched the ‘Complaint is a Gift’ programme globally in 1996. Shortly thereafter, Janelle Barlow and Claus Møller coauthored their best-selling book, A Complaint Is a Gift (1996) and in 2008 it was rewritten and is now available in a second edition.

In 1999 TMI Australia initiated the world’s first comprehensive research into complaints and complaint resolution processes in organisations. Over 20,000 staff from participating organisations in over 14 countries were surveyed to understand how well their company was placed to manage complaints effectively.

Service Recovery Mapping - this process involves 5 steps:

Design – the experience customers have when they face a problem
Measure – what success looks like with the recovery process
Align – across the organisation when handling customer complaints
Respond/Recover– ensure customer-facing staff are empowered to act on behalf of the customer
Integrate– customer feedback to ensure quality is improved as a result of listening to the customer

Whether you prefer to start with training programmes that focus on responding and recovering well for customers or prefer to step back and ensure you have designed an entire approach to service recovery – TMI can help.

Our experience covers most industries and our work around the globe ensures that we are sensitive to cultural differences.

How customers are treated drives business loyalty

“The emotionally satisfied group increased spending by 67% over 12 months (compared to 8% for rationally satisfied)”– US Retail Bank study
Banking customers are more likely to return, by a ratio of 10 to 20 times, if the organisation has outstanding service delivered by employees. Gallup, 2002

When asked what makes them want to return to a business, the top four reasons driving loyalty identified in a global study by the Carlston Marketing International group were:

75% – being treated well by staff
65% – staff prepared to make an extra effort
60% – staff truly interested in them
80% – the organisation addressed customer dissatisfaction (customer complaints)

The Gallup organisation reports that employees influence the loyalty of customers by between 4 to 20 times as much as compared to advertising.

Companies that are consistently at the top of the service charts when evaluated by a broad base of consumers, do the following:

Evaluate their service experience offerings based on customer feedback
Differentiate their customer service so it is aligned with their public brand position
Base their organisation’s service model on emotional competence
Drive ownership for customer service down to the customer-facing levels of their organisation
Constantly educate their staff in how to effectively respond to and recover for customers
Build and reinforce their service reputation by wowing customers with their service
Service Essentials Brochure

For more information and case studies, click on the graphic to open a PDF of our brochure. (3.48 MB)

Many consulting and training organisations offer service programmes, so it’s important when choosing a partner to find somebody who focuses on the company’s service experience – rather than just offering ‘customer service’ training.

TMI has over 30 years of experience helping organisations fundamentally reshape their business to focus on the customer.

We know that simply inspiring customer-facing staff to deliver good service will last for a relatively short period of time.

Because staff turnover is high in the customer service sector, it is essential that service messages and approaches become embedded in the entire organisation.

To discuss your requirements further, please contact Conor at conor.oconnell@tmi.ieThis email address is being protected from spambots. You need JavaScript enabled to view it. "This email address is being protected from spambots. You need JavaScript enabled to view it."