Cultivating That Customer Service Mindset - George Aveling of TMI Consulting at BFM

George Aveling of TMI Consulting talks about the importance of customer service. In the first part, George Aveling talks about how customer service is moving from the traditional transaction-based to one that provides an experience. Service is a transaction, it is a change, now service is an experience, for luxury car service is a about feeling, about making people feel good. We need to engaged the people to give a service. Complain is a give! Thank the customer, Thank U for that let Us know. Second part,Why this is important? because this will help Us to improve our service. Third part to say I'm really sorry that situation is happen.




Threat every customer like your 1st customer and their are very important. In the second part, George explains how complaints are gifts and how in a tightening economy, the importance of the intangibles become critical.