LJ Hooker Nerang has won World Champion Customer Service Experience - Office at the global 2018 International Awards held on October 29.
The office has worked hard to create bridge the gap between client expectations and the services offered by real estate agencies.
LJ Hooker Nerang Customer Service Manager Emily-Jane Megraw said it was the team’s priority to make sure they were meeting client’s needs.
“We’re thrilled to have been recognised for our Customer Experience efforts,” she said.
“We wanted to create automated systems to ensure that certain things were getting done.”
“We realised there was a gap between the client’s expectations versus what was actually being offered. They don’t care what kind of business it is, there’s a minimum service they expect.”
The office formed a Customer Experience team that is dedicated to ensuring customers are given excellent service with multiple touch points throughout the year.
“These days people are so into technology, they are constantly being spammed with emails and text messages. We realised early on it was all about phone calls,” Ms Megraw said.
“People are responding because they have gone so far into technology, they’re now surprised when they receive a phone call.”
“What we are trying to do is form that human relationship. Customers are often shocked that someone has picked up the phone and is actually calling.”
Graeme Hyde, Network Chief of LJ Hooker Corporation commended the office on their efforts.
“Congratulations to LJ Hooker Nerang and their Customer Experience team. They have been working hard for a long time to make sure they are getting the customer experience right.”
The LJ Hooker Nerang team also picked up a number of awards across numerous categories. They were awarded second place for Digital Presence of the Year and World Champion Group Office – All Income along with the LJ Hooker Pacific Pines and Coomera offices.
LJ Hooker Nerang also came fourth in the World Champion Office – All Income category and were honoured as a part of the Gold Coast group of offices, winning the Best Cell award.
The awards night took place during the three-day LJ Hooker/Harveys Pinnacle retreat on Hamilton Island and recognises top performers across Australia and New Zealand.
