Clean Response has been a proud partner of the BOMA Engineers Association for a number of years, so we were thrilled when Derek Rahm, a building Engineer for Zeller Realty Group and the 2016 BOMA Engineers Association President asked Clean Response Director of Sales and Marketing Tom Klaers to be the speaker for a presentation on customer service.
The presentation came naturally for Klaers who has established a reputation for his exceptional communication abilities and customer service within the Twin Cities. Using role play examples with Rahm as the customer, Klaers first demonstrated what poor customer service would look like with multiple distractions from calls and texts, lack of answers or effort to solve problems and unclear timelines that would leave a customer frustrated. Tom had to call upon his acting abilities in this scenario to accurately play out a scenario that is far from his own norm.
Next, Tom showed a Clean Response level of service in an opposing example and gave helpful tips to the audience about quality customer service. Tom regularly follows the 5 Dimensions of Service Quality to ensure the customer’s needs are always met. These factors include:
- Responsiveness
- Empathy
- Reliability
- Tangibility
- Assurance
Tom showed the audience how putting these dimension to work can greatly improve the overall satisfaction of the customer and build and maintain stronger business relationships.
A few days following the presentation, Tom received word from an engineer with REIT Management Resource Group who heard him speak. He said he put Tom’s tips in to action with a customer and was pleased with the results. Clean Response is proud of our exceptional service, and we hope to continue serving the community with the same commitment to your needs.