At R & D Mechanical Services, our team is focused on helping you, our customer! To do this, we practice exceptional customer service. Here are some customer service skills we focus on to better serve the community.

The Importance of Customer Service Representatives

Customer service representatives (CSR) are the frontline of any business, and they are the first touch to any customer. How your CSRs interact with your customers on the phone can determine whether or not that customer does business with you or not. The following skills can help improve the customer service at your business.


Great service beats fast service every single time. Customers would rather have competent service than be rushed out the door.


Customers say they are willing to pay more for high-quality customer service, but on the flip side, many customers say they’ll stop doing business with a company with poor customer service.

Go the Extra Mile

Do what it takes to make customers choose to continue to do business with your company. Every customer deserves to be treated as our number one priority. Customers want to know they are valued. Make customers feel important and appreciated. Be sincere — people value sincerity.

Strive to Have a Great Reputation

Focus on ways to create relationships; each interaction gives you the chance to prove to your customers how much you care.

It’s Okay to Make Mistakes

Own the mistake and realize that sometimes an apology isn’t enough. It takes approximately twelve positive experiences to make up for a single poor one. Take the necessary actions to ensure you never make the same mistake twice.

Be Accessible

Ensure you have a team available to respond to customers on all platforms. Customers don’t like to be placed on hold and bounced around multiple times.

Deliver a Consistent Experience

Deliver consistency through your persona, branding and web design. Consistency builds loyalty and trust. Make sure your team knows the overall message you want to portray.

Consistency is Key to Customer Satisfaction

Take care of your customers, both old and new. Good customer service isn’t about eliminating mistakes, it’s leveraging the opportunity created by that mistake and building a better relationship with your customer.

Hold Team Members Accountable

Every team member must be on the same page and must be held accountable. For your company to achieve its goals both short and long term, everyone within the company must work together and share accountability.

Be a Good Listener

Identify the customer’s needs by asking questions and concentrate on what they’re saying.

Help Customers Understand

Take the time to explain how your processes and systems work. The more they understand, the more likely they will continue to work with your business.

Give More Than Expected

Think of ways to elevate yourself above the competition.

  • What can you give customers that they cannot get elsewhere?
  • What can you do to follow-up and thank people even when they don’t buy?
  • What can you give customers that is totally unexpected?

Use Positive Language

Talking to your customers with positive language is essential. These examples can help you improve the way you phrase situations.

Without positive language: “I can’t get you that product until next month; it is back-ordered and unavailable at this time.”

With positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse.”

We are proud of all of our employees, and without them, we wouldn’t be where we are today! If you need assistance with your heating and cooling, give us a call at R & D Mechanical Services. Our customer service representatives will be happy to help!