Compelling Service Recovery

Use customer feedback as a strategic tool to move customers from complaint to satisfaction

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

Not only does this provide your best opportunity to recover – and 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!

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

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

Today, TMI’s comprehensive knowledge on complaint handling has evolved into a complete process we Call 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 organization 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 customer service training programs 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 – we can help.

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

Shall we start exploring opportunities to boost customer loyalty in your organization?