Customer Service Excellence

Build a world-class customer service mindset from the inside out

Many organizations say they have ‘a customer service focus’, they may even say they ‘put the customer first’, but often the actual service experience doesn’t go beyond commonplace customer service practice. 

Based on 30 years of cutting edge experience in service industries all over the Globe, we offer you highly effective practices that systematically embed a culture of customer service excellence, and help create customer loyalty.

Creating a strong customer service culture involves multiple interventions across all touch points of your business. At TMI we are leaders customer experience development and customer service training. We partner with ambitious businesses to help them understand how a true service culture can be built into their organization – and make it happen!


Our customer service culture initiatives can include:

  • Defining your service brand DNA – getting at the heart and essence of the service experiences you want to create
  • Mapping the customer journey across all service touch points, and using customer ethnography to evaluate the customer experience and identify leverage points
  • Conducting service staff ethnography to understand customer service behaviors and what’s influencing them
  • Co-creating the ideal customer experience across all touch points, involving customers, customer service experts, and staff
  • Developing and shaping the attitudes, skills, and behaviors of customer-facing staff to deliver
  • Embedding service measures, so that results are visible, best behaviors are identified and encouraged

We have worked with organizations worldwide helping them to design and deliver world-class customer service experiences. We can help you take your customer service to the next level, too.

Shall we have a conversation about the challenges you face?