Azizi Developments, a leading private developer in the UAE, has put in motion a new customer care approach to make sure customer satisfaction and retention amidst an notably excessive pre-sales ratio and several task deliveries in 2020.
Key to its revamped approach is proactivity. Rather than being a reactive department, Azizi’s customer care crew now proactively addresses potential customer inquiries through figuring out possible problems earlier than they occur, such as via the evaluation of huge data, informing customers and taking preventative moves in time. The developer plans to constantly enhance its transparency, increasing the quantity of its curtesy calls, project updates, and customer site visits more than three-fold, and is enforcing additional channels of informative communications. Moreover, it has decreased its turnaround time for responses to inquiries, case resolutions, unit swapping and consolidations to less than 24 hours.
The customer care branch is now also tasked with exploring in addition innovative methods to increase customer happiness, following the success of its latest announcement, shocking present Riviera customers with an AED 88+ million investment to enhance the 71-building community with top class interiors, free-of-charge to its customers.
Its new approach also consists of modern methodologies in dealing with unique requests that fall outside of contractual policies. Azizi now assists customers who are worried about their lack of ability to fulfil their financial obligations, such as due to job loss or family matters, granting them tailored payment plan amendments and extensions. The developer enables this process via its devoted mortgage branch and its close ties and partnerships with some of the region’s leading monetary institutions.
With almost 69% of Azizi’s customers buying units for investment purposes, the developer now also supports its purchasers in the resale process, providing all required documentation and guidance.
Farah Farran, Head of Customer Service at Azizi Developments, commented: “Customer centricity is not simply a boon - it determines the success of a business. Inadequate aftersales service is far more expensive than the provision of stellar, expectation-exceeding service. We are assured that our revamped consumer care strategy, which definitely has our clients’ fine interest at its very core, will assist us gain the believe of even more satisfied customers. Their loyalty, which this programme will assist earn, not only leads to repeat purchases, however additionally turns our valued customers into brand ambassadors who deliver our efforts via word-of-mouth. We look forward to many more customer care initiatives to be launched in the near future.”