EM – My colleagues have just praised me for my excellent “debt collection” for an elevator project sold nearly 3 years ago. I’m kidding, because actually my job is to manage the Customer Experience system, not the Business. But I realize, when dedicated to making customers believe in the service of the business, the best will come to your organization and individual, no matter how difficult it is.
I have been predestined in the field of Customer Care since I was a student (my major is human resource management) and am confident with the experience that I have. But in July 2019, when I entered Gama Group, I was startled by the requirements for this job are not simple. To be honest, I used to think that I could hardly stand it because of my strict and meticulous requirements and that forced me to change.
The customer experience goal that the company sets out is “Happy employees – Satisfied customers“.
After a while, I realized that I really belong to this organization because here as long as we always aim for the core values, always be sincere and kind, we will always be able to live as ourselves and feel happy at work. And then, honestly, we create the best experience for our customers, bringing the greatest value to the organization.
Please let me tell a story that motivates me and my colleagues in the same field.
A customer in Ninh Binh City bought a high-quality, single-piece elevator that was supplied and installed by my company from the end of 2019. Mr. S – Ms. H’s husband is technically knowledgeable and love products imported from Europe, so after careful research, decided to buy Gama’s products. Ms. H said she was not very technical, so everything was for him to decide.
Mr. S has been sick for a long time and the elevator does its main job to help him move between floors more smoothly. Understanding this and in order to create the most favorable conditions for our customers, we have left a part of the debt so that Mr. S’s family can pay late in the long run.
When he passed away, Ms. H took over all the family’s assets, including the elevator. The use of this special device for commuting for Ms. H has become regular. But the high-end homelift has a lot of special features to ensure the safety of the user, sometimes causing trouble for her. For example, when accidentally covering the infrared curtain will cause the elevator to stop. Or if you don’t pay attention to the impact on the stop button on the control panel, it will cause the elevator to stop working, etc. But for Ms. H, it is a troublesome and she thinks that her family’s elevator has continuously failed.
Frustrations for an expensive imported device caused this woman to react harshly, even uncooperatively, refusing to meet or answer the phone, leaving us no chance to share and solve the problem for customers.
At that time, I was new to the company, so I was also very curious and kept in my mind the question, where is the problem?
We have a mindset of always putting ourselves in the shoes of our customers to understand their feelings and thoughts. Continuous meetings and discussions between the Technical and Customer Experience departments to find ways to solve the “problem” of customers in Ninh Binh.
With sincere “pursue”, we also approached and explained in detail what caused Ms. H’s misunderstanding and the knot of the problem was removed. 3 years of follow-up, not a short period of time, not abandoning customers, the problem is not only the debt that needs to be paid, but the affirmation of what our organization has promised: Never give up client!
Our business trip to see Ms. H in early August has brought great news. Ms. H has completely believed in “Gama people”, in our products and services. A new maintenance contract was signed at the initiative of the customer. The saying shared with a smile is really cute: “Surely in the future, if anyone needs to buy an elevator, I will introduce it to you.”
Words are like opening our hearts and that is the biggest gain in our business trip. The story tinkled on the bus ride back to Hanoi with indescribable joys.
When buying products and services, there are endless things customer need to know. Therefore, the Customer Experience system based on modern technological equipment, following a dedicated and professional process is becoming more and more important. Many businesses are doing the same. But besides that, people are still the most important factor because “sincere heart will touch heart”.
The important core values that come first to the Customer Experience staff in our organization are: integrity, sincerity, dedication from the heart and best efforts.
“The staff may not have achieved a high level of professionalism, but if they really love what they are doing and take care of customers with dedication, always listen, understand and sincerely want to support customers well, they will definitely give the best result.” That is what the head of the organization has built into the corporate culture and we constantly pursue this goal.
Statista’s statistics in 2020 have shown a fact in Vietnam: What customers care about a product first is customer service (70%), then price (65%) and promotions (57%).
Or according to a HubSpot survey, 93% of consumers claim to return and recommend a company with excellent customer service.
These things give us Customer Experience a solid conviction: We’re on the right track and will continue to excel!
We also believe that any business that sells goods and services to customers with sincerity, kindness and devotion will certainly receive the support of customers.
I also believe that, when the customers are really “shaken” with the sincerity and goodwill from the service, the fragrance will spread far and that is more valuable than any PR campaign of any other company.
To achieve that, Customer Experience must always strive to understand, to find the most common ground between the interests of customers and businesses.
I use the famous quote of Walt Disney as the conclusion: “Do the best you can, customers will come back in the future with their friends.”
