Titan Maintenance Group recently explained the importance of outstanding client engagement.
Excellent customer service and proactive engagement lead directly to a business’s success. George Eritsyan and his team at Titan Maintenance Group know that a focus on quality customer service led them to be one of the top facility maintenance companies in Nevada. Mr. Eritsyan recently discussed what constitutes exceptional customer service and why it’s essential.
The Makings of Excellent Customer Service
Many companies underestimate the importance of their client engagement team. Successful engagement and understanding your customers’ needs is far more than putting on a smile and greeting customers. It involves excellent communication skills, critical thinking, problem-solving, and resources. The following are several characteristics that lead to customer service success.
A positive attitude and helpful mindset
- Effective communication via multiple channels, including email, social media, phone, chat, and in-person
- Personalized engagement and customer service experiences (as opposed to mass emails or announcements)
- Excellent problem-solving skills and proactive responses
- Appreciation for existing customers and newcomers
- The Importance of Quality Customer Service
- Effective client engagement can provide countless financial benefits for a business. It can also improve employee morale, benefiting the entire work environment.
It Builds Customer Loyalty
Acquiring new customers is a significant expense for many companies, but retaining current customers is not. Investing in customer service improvements reduces the company’s rate of losing customers, resulting in superior profits. Roughly 65 percent of a company’s sales come from customers they already have.
Customers Make Referrals
A happy customer is more likely to refer a company to friends and family than a disgruntled one. A consumer with a good company experience is drastically more likely to share that experience. In fact, 72 percent of happy customers will share that information with six people or more. The number of people that satisfied customers impact can be even higher thanks to social media.
Setting the Business Apart
Outstanding client engagement can provide a company’s competitive edge to stand apart from similar businesses throughout their service footprint. A well-trained and dedicated team of subject matter experts makes a positive impression on individual customers and instills confidence in their service proposition.
Titan Maintenance Group
Titan Maintenance Group is a renowned facilities maintenance business providing reliable peace of mind throughout the US. They pride themselves on supporting their clients around the clock every day of the week. This commitment to value, reliability, and other outstanding customer service attributes, including advanced technologies and industry insights, has led to accelerated growth.