Appearance, demeanor, posture, communication style, and professional customer service skills in service provision are among the key criteria that create a first impression with customers, especially for service personnel working in building operation management.
Accordingly, BRD Vietnam always focuses on building corporate culture and core values that form a service mindset in every BRD member. BRD Vietnam has established a common standard for customer service. To ensure that customers experience the best service, each staff member needs to play the role of a professional service ambassador, specifically:
1.Standards for appearance, demeanor, and attitude
1.1. Regarding appearance
Staff members must strictly adhere to established regulations regarding Uniforms/Clothing; Hair; Face; Body; Jewelry; Shoes, Socks.
1.2. Regarding demeanor
Training in proper service gestures and postures is also extremely important. Attention must be paid to correctly performing standard postures and gestures including: Standing posture, Walking posture, Sitting posture in front of customers, Picking up fallen objects, Handing items to customers, Giving directions.
2.Communication standards
In terms of communication activities, staff are systematically trained in direct communication, telephone communication, written communication, and communication when entering a customer’s room, including:
- Ensuring that information exchanged with customers is appropriate for the purpose of the conversation.
- Using polite language, an audible volume, avoiding slang and regional dialects.
- Remembering the customer’s name and using it correctly, but not mentioning the customer’s name more than three times in one conversation.
- Not interrupting the customer, not engaging in private conversations with others or talking on the phone, not arguing with the customer. If it is necessary to pause the conversation to address a situation, apologize to the customer and clearly state the reason and estimated pause time.
- Confirming the customer’s service request to ensure accurate service; however, not asking the customer to repeat their request more than once.
3.Attitude standards
- Loving the job, being enthusiastic, having a positive mindset and attitude towards work. Being proactive, dedicated, and not avoiding responsibility.
- Using service mindset and spirit as the foundation for all activities; committing to providing the highest quality service to partners, customers, and colleagues.
4.Effective customer service techniques
- Always maintaining a friendly, appropriate, respectful attitude and wholeheartedly supporting customers. Keeping one’s “Word” with customers in every speech and action.
- Constantly observing and listening to understand, anticipate, and promptly meet customer needs even before they make a request.
- Never saying “No” to customer requests and proactively providing solutions or alternative suggestions. If a request cannot be fulfilled, politely refuse and clearly explain the reason for the refusal.
- Continuously striving to improve service quality to satisfy customers.
5.BRD Vietnam
Customer care is one of the extremely important and essential activities that need to be focused on in the building management operations of a professional management unit.
BRD Vietnam is a management unit capable of providing an excellent Customer Care system and has earned the trust of investors, creating a positive image with partners and customers.
BRD Vietnam Joint Stock Company operates in the field of Research and Development Consulting, Exploitation, Business and Operation of various real estate products including Housing, Commercial Centers, Offices, Schools and Industrial Parks.
Headquarters: Floor 6 – 188 Truong Chinh Building, Khuong Thuong Ward – Dong Da District – Hanoi
Website: brd.com.vn
Fanpage: https://www.facebook.com/brdvietnam
Telephone: 0327012525
