HoABL launches I-Care as 'customer’s perception is our reality!'
At the House of Abhinandan Lodha, the service ethos is to keep the customer at the centre and structure everything around that. To achieve customer centricity and take steps towards achieving customer delight, the CSS team on June 15, 2023, launched an internal comprehensive program called 'I-Care' to inculcate a 'CARE' attitude and 'OWNERSHIP' of customers within the team with the support of internal stakeholders.
I-Care is designed keeping in mind that 'a customer’s perception is our reality!' as it revolves around how the CSS team builds or changes a customer’s perception towards the brand. The program talks about one of the most critical levers 'Experience' that the CSS team will operate on to accomplish their philosophy of 'Service to Sales'.
With I-Care, the team aims to own and care about customers, the brand, and the associates. The team together will create positive stories to change the 'folklore'.
Starting July, I-Care will deliver an exceptional customer experience, facilitate control on escalations, and get appreciation from the customers while building seamless processes and policies. The project will motivate team members to stay focused and accomplish the philosophy with rewards and recognition.
I-Care aims to deliver:
· Reduction in the number of escalations (target <3%)
· Increase in appreciations (Google Rating 4.7)
· Building seamless processes and fixing the gaps, if any
The CSS team will focus on delivering seamless 'customer experience' with their daily service mantra of “BE A REAL PRO”!
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