Customer Experience - Key Accounts Services
Key accounts services fully protect the rights and interests of customers and effectively resolve service risks, thus fostering experience upgrading and long-acting operation for customers.
Core Strengths
Experience Management
Defined important contacts based on the key accounts experience in property service, built a multi-channel experience information collection system, gathered insights and tapped key pain points, and implemented a closed-loop complaints & feedback system.
Key Accounts Insight
By analyzing key accounts experience performance and demand insights, we uncovered key factors to help improve customer experience, constantly optimized quality service solutions, and devoted ourselves to meeting multiple needs of key accounts during the
Service System
Key Accounts Claim Handling
We have established a mature mechanism for handling key accounts’ demands to ensure timely resolution of their demands from both efficiency and effectiveness.
Satisfaction Survey
Collected multi-channel and multi-dimensional customer satisfaction analysis and research, listened to customers’ input, improved service shortcomings, and quickly upgraded service experience.
MOT Service Tracking
Set MOT (Moments of Truth) node to provide initiative service based on the cooperation life cycle of key accounts, so as to ensure the frequency of return visits and appeals tracking, and to improve key accounts experience.
Key Accounts Service Specialist
Provided cooperation consultation, complaints, suggestions, service supervision, and diverse services response guarantee mechanism for key accounts via 400 hotline special attendants and intelligent customer service system with 24/7 hours online service.
Successful Case
Carried out circle activities based on customer value contribution classification to achieve resource integration and symbiotic win-win
Many partners have achieved long-term operation by collaborating with Country Garden Services, enjoying mutual growth
Invited representatives of key accounts to have online dialogues with the president of Country Garden Services to discuss cooperation needs and vision in depth
Organized regular in-depth customer visit activities, listened to their real voice, and improved service upgrades
Expanded privileged rights and interests of Country Garden Hotels Group for key accounts, gradually explored multi-industry cooperation opportunities, and enriched customer service forms
Annual Value Customer Tour——Appreciating Dandong
Annual Value Customer Tour——Appreciating Linxia
Annual Value Customer Tour——Appreciating Changchun
Flourishing Cities——Appreciating Shenzhen Yinyuezhisheng
Flourishing Cities——Appreciating Jinan Xinhewan Garden
Thinking of the world Looking into the Future——Beijing New Era