At TCM we believe in providing a responsive and caring telephone customer service for all orders, customer enquiries, customer complaints and refund generation.
Our inbound telephone service uses a state of the art soft phone system fully integrated with our CRM (Customer Relationship Management) software to ensure a consistently high quality of service.
At 12 seats and growing, all of our customer service operators are fully trained to meet our superior standards of customer service, product knowledge and software operation.
customer service
TCM has a wealth of experience in both customer loyalty and retention and is fully committed to acheiving the highest quality of customer care throughout our business to enhance your reputation.
From start to finish, our staff will ensure your customer has an enjoyable and fulfilling experience throughout their contact with you.
This is facilitated by our operators professional yet genuinely friendly manner coupled with detailed knowledge of your products.
mail handling
Our processes ensure your inbound mail is processed fast and efficiently.
This service encompasses ordinary mail, customer orders, facsimile responses and email orders (from your website).
data capture
We provide data entry services for customer order coupons, Internet based orders and subsequent database management.
TCM's efficient data entry processes utilise our CRM platform which has the capability to manage the total customer care experience from initial customer contact to delivery of goods or services.
All staff are fully trained in the use of this advanced software to guarantee we achieve the highest levels of efficiency and accuracy on a daily basis. CM can fully integrate with a client's own customer management systems, including web based applications.
payment processing
Total Customer Management is linked to most of the major financial institutions to ensure that all online payments are processed securely and efficiently.
We also have the flexibility to undertake the processing and banking of cheques and money orders in any currency to suit your customers needs. This service also includes any return goods processing.
All aspects of unwanted, faulty and undeliverable returned goods are processed and reported to you.
pick and pack 
Our strictly controlled product packing and despatch completes the customer fulfilment experience. To ensure both the security and safe delivery of goods, approved Australia Post packaging is used together with barcoded labelling to ensure delivery. TCM is also linked to major courier and freight services, such as DHL, TNT, Toll Ipec and Star Track Express.
As a result of our dedication to constant process improvements, the time from initial customer telephone order to despatch is normally less than one business day.
stock control
We have extensive storage facilities for pallets and cartoned goods. Our efficient stock control processes and the Fastpack computer system for dedicated stock reporting gives us complete inventory management.
Our brand new warehouse combines our despatch department with the bulk storage warehouse to reduce the time from customer order to delivery.
Total Customer Management can also offer your business the following consultancy services:
direct marketing
TCM has staff that can help you plan and execute direct mail campaigns, from the selection of a mail list, collation of the mail piece, lodgement and subsequent follow-up and reporting the results of the campaign.
print brokerage
We have extensive contacts within the printing industry to be able to achieve significant savings for you by putting you in contact with the printer that has the relevant expertise and equipment for your requirements.
advertising brokerage
As with printing, we have relationships and agreements with national news and magazine publications in addition to an extensive network of both specialised and business to business publications.
direct marketing mail lists
The key to successful direct mail is in the selection of the right list. TCM has considerable experience to help you in this sometimes daunting task.