Complaints management strategy is essential for all companies.

TMI have over a decade of experience working with clients across a range of industries developing and re-engineering their complaints handling strategies and processes.

More recently this work has been further extended to incorporate consideration of branded complaints handling.

International bank

Our Complaints Strategy includes Complaints management and strategy:

  • Complaints Culture Survey
  • Basic complaints handling (A Complaint is a Gift)
  • Rage to Reason
  • Handling difficult customer behaviour
  • Effective Written Communications in Complaints Handling
  • Effective Complaints Investigations
Below you'll find a sample of complaints management and strategy programmes representing just a few of the areas where TMI can help
A COMPLAINT IS A GIFT
Become a complaint-friendly organisation
Details
COACHING CONVERSATIONS THAT GET RESULTS
Learning suite - Offered in conjunction with sister brand, TACK
Details
COMPLAINTS CULTURE SURVEY
Understanding the opinions, practises and actions of your internal staff relating to complaints handling.
Details
EFFECTIVE COMPLAINTS INVESTIGATION
Improve the ability to effectively investigate complaints.
Details
EFFECTIVE WRITTEN COMMUNICATIONS IN COMPLAINTS HANDLING
Improve the written ability to effectively communicate in handling complaints.
Details
ESSENTIAL COMPLAINTS MANAGEMENT
Become a Complaints friendly organisation
Details
RAGE TO REASON – Handling Difficult Customer Behaviours
Rage and anger - a road to resolution
Details

TAILORED SOLUTIONS

We can help!