 212 customer loyalty 212 customer loyalty tli strives to achieve 212 customer loyalty  this phrase comes from the concept that at 211 you just have hot water but with the addition of just that one degree you now produce steam and that steam can move locomotives at tli the goal is to always go that one degree further providing a level of customer service and forward thinking that makes things happen thus creating customer loyalty tli s vision is customer loyalty not customer service by going far above and beyond industry standards and what the customer expects in providing 212 customer loyalty we highly value our customers by seizing every opportunity to serve them and demonstrate that by  giving our customers our undivided attention refusing to multitask while interacting with our customers answering the phone in a friendly manner within two rings responding quickly to a customer s request with genuine interest and concern our positive solutionoriented attitudes make any customer issue or request a possibility we initially respond to our customers with a positive can do attitude we proactively anticipate the needs of our customers we respond creatively to our customers with a willingness to think outside the box we respond creatively by consulting with peers and customers we are passionate about communicating with our customers because of our commitment to meet their needs we actively listen to understand needs and clarify expectations to prevent and solve problems we communicate with timely updates and frequent progress reports to keep our customers informed and up to date we respectfully communicate with our customers even when things go wrong we assume personal responsibility for our mistakes without pointing fingers or shifting blame  