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No one can doubt the impact of customer loyalty on the profitability and growth of an organization. Similarly, how well customer complaints are managed can make the difference between cementing loyalty or losing customers forever. Despite this awareness, our experience shows that there is considerable dissatisfaction with the systems, processes and attitudes of many organizations in their handling of these critical moments of truth with customers.
This is where TMI's International Complaints Culture Survey comes in. By using this mechanism, you can measure your organization's level of preparedness and ability to handle complaints effectively, enable service recovery and loyalty through your practiced values, signals, people and systems. You can access internal comparisons based on regions and functions and assess your organization's competitive position internationally vis-a-vis complaint handling and service recovery.
Please contact us to know more about the process |
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