Market Union | Building World-Class Customer Engineering Services

On March 3rd, the Group’s Administrative Meeting and the Kickoff Meeting for “Building World-Class Customer Engineering Services” were held via a live connection in Ningbo and Yiwu. President Tom Tang, Vice President Sam Zhu, along with colleagues from Customer Engineering Department, Administrative Department, Showroom, and Driver participated in meeting. 

Camellia Cao from Customer Engineering Department started from specific issues and shared measures such as customer background checks, route optimization, and customization of preference profiles. She suggested strengthening training in business etiquette, reception scripts, and cross-cultural communication to enhance trust and willingness of customers to cooperate. Molly Li from Operation Division suggested improving efficiency through information collection, tiered reception, and resource matching to ensure the smooth progress of the entire service process. We should promote the service concept of “being attentive, sincere, and touching”, avoiding being passive like puppets. Take the initiative to create surprises, use personalized and services exceeding expectation to continuously enhance the customer experience and brand influence.

The representative of Binjiang Workspace (West Area) canteen Zhang Yange formulated an annual food event plan by integrating Chinese and Western culture. The plan features “medicinal cuisine with the same origin” soups. Canteen will strictly control operations such as cooking, additional meals, and cleaning to cook the “taste of home” for Benben families. Sue Bao from Administrative Department explained the mechanism of “replenishing immediately when in shortage”, actively responding to personalized needs of customers and providing comprehensive contact services such as high-end beverages, seasonal pastries, and customized birthday gifts to make every customer feel thoroughly at home. 

Tina Yu from Showroom proposed setting up flexible and variable visiting routes. From luminous characters mounted on the wall to guiding visual signs, from shopping carts exclusive for customers to themed spots for taking photos, Showroom colleagues create highlights based on standardized services and respond to customer needs nimbly. Chen Qi from Administrative Department reflected on past oversights and potential hazards. He will strictly enforce the systems for patrol inspections, cleaning and greenery maintenance, and fire drills to make sure that no aspect of work is overlooked, with the aim of further enhancing the team’s professional capabilities and service awareness.

Finally, President Tom Tang pointed out that for an enterprise, customers are the source of our livelihood. The reception work should be “customer centered”, which tests the adaptability and emotional intelligence of each colleague. Customers first. We should provide better services to customers. For each individual colleague it means serving the next step in the process, which is your “god”. There is still much room for improvement in our service. Centering around “building world-class customer engineering services”, we should target specific problems, deepen customer segmentation, and improve service quality through high standard recruitment and training, thus influencing and enhancing the overall service level of the group. Learn from Pangdonglai in service and Huawei in reception. Unite and work together to build a world-class Customer Engineering Department!