Building a Customer Service Culture

Last year, teams at TP Mechanical embraced a new goal: developing a stronger customer service culture. TP recently created a client-focused training program to help our team members who interact with customers the most, including sales reps, dispatchers, service techs, and project managers.

Spearheaded by TP President/CEO Bill Riddle and implemented by TP’s Business Development Leader, Matt Anderson, and Learning and Development Manager, Vanessa King, the training helps TP staff approach their jobs from the customer’s point of view. TP’s goal has always been providing first-rate, quality-driven work exceeding our clients’ expectations. This new initiative builds on our already strong foundation, ensuring our commitment to customer service is industry leading.

Half-day trainings incorporating exercises with real-world scenarios began in 2019 and will continue with teams throughout our markets in 2020. Additionally, TP’s construction and service teams will continue with our existing CARE (Customer Appreciation Retention Escalation) and Voice of the Customer (VOC) programs – which help teams evaluate how we are performing on projects and how we can improve customer experience.

“We always want to do what’s right for the customer,” said Anderson. “By training to put ourselves in our clients’ shoes, we’ll strengthen our reputation as a very customer-service focused culture.”

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