4 minute read
SETTING STANDARDS
from LuxLife 2021
The customer service team at DAMAC Properties goes the extra mile to ensure a smooth, seamless experience for every homeowner
Investing in a new home can take prospective buyers – especially firsttimers – on an emotional roller coaster ride. A home, after all, is not an everyday purchase with a one-step decision and action. Buyers are investing in their future, in a place where they will grow old, their children will grow up and where memories will be made for a lifetime. Throw financial decisions into the mix and the entire process seems overwhelming.
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During any real estate transaction, each step comes with its own challenges, whether it’s finding a home that ticks all the boxes or facing issues after handover. That is why, DAMAC Properties believes in continuously enhancing its customer service department to assist buyers along the way. Team members are handpicked and regularly trained in order to ensure a pleasant experience for the customer, from start to finish.
EXCELLENT SERVICE
“Customer relationship management (CRM) is an amalgamation of thought through strategies and best practices, which when combined with the right technology transcends into outstanding customer experience,” said Abhishek Mudgal, Director – CRM Operations, DAMAC Group. “We are in constant pursuit to improve our processes and continuously redefine our working methodologies to stay on par with the industry standards. Therefore, at DAMAC, there are several systems in place to facilitate this.”
He added: “We have an evolving contact centre that works 24/7 all year round to provide customer service across varying geographies. Accessibility is key to our business. We have centralised our customer service channels
for voice at 800 DAMAC and non-voice through WhatsApp, social media, live chat and email. Additionally, each DAMAC homeowner and tenant is given access to our user-friendly DAMAC Living App for an easy and convenient way to manage their property while also staying up to date with developments in the community.”
BEHIND THE SCENES
The customer’s journey with DAMAC begins from the moment they set their sights on a property. A DAMAC representative is appointed at this stage to assist the customer on his way to becoming a homeowner. Offering insight into the process, Mudgal said: “Acquiring a customer is a process that is initiated by our sales department. We in the CRM department then focus on continuously engaging with the customer to promote retention.
“Each one of us in the CRM department undergoes vigorous training to master the art of building relationships with trust and loyalty, and eventually, both parties benefit from the organic growth.
“For example, when our homeowners bring more customers through word of mouth or other product-driven loops, the chain carries on, therefore bringing CRM to a full circle. That is the essence of our department.”
For the customer service team, the handover is not the end of the road. In fact, DAMAC Properties goes the extra mile to keep these connections alive. “We have a team of account managers who are in constant touch with our customers, be it a special occasion in the customer’s life, a milestone achieved or a cultural celebration. They can be sure to find us right beside them.”
THE VOICE OF THE CUSTOMER
Every customer today is acutely aware of what good service looks like and a seamless customer service experience has never been more important. But challenges are an inevitable part of the life-cycle of the customer. Therefore, in order to ensure that every stage, from presale through to handover and beyond, is smooth and stress-free, DAMAC seeks to constantly improve upon its services. And this is where customer feedback plays an important role.
“Accountability is a virtue in our line of work. At DAMAC, we encourage our customers to voice their opinion. This enables us to understand their needs better. The aim is to listen and understand before we respond.
“Interaction with the customer across all channels used at DAMAC is supported with a feedback form, which is then utilised to understand the voice of our customers. We have an in-house team of subject matter experts and their core responsibility is to tap into all communication channels utilised by customers to express their opinion. The feedback received is analysed to understand their needs and thereby develop mechanisms to evolve our customer satisfaction levels.
“But that’s not all, the management ensures to personally take the time out to meet any customer whose journey can be enriched by offering them solutions that are amicable. Because at DAMAC, we believe in optimising opportunities and creating limitless boundaries to show that we care.” CRM lounge at DAMAC
CRM lounge at DAMAC
